Customer service is the main differentiator between commodity suppliers. It is the one thing that the very best organizations continually strive to do better. Like the board game of snakes and ladders, it can be hard work climbing the ladder but we tumble down easily when we land on the snake! We will help delegates identify their potential “snakes” and ensure that a service recovery plan is available should the worst happen. World-class organizations say “Our most loyal customers might have sometimes had a problem in the past, but we put it right and that’s why they stay with us.
By the end of this program, delegates will be able to:
Realize why giving good service is important define what customers are looking for in terms of service provision
Describe the practices of a world-class customer service provider and model their own
performance on those practices.
Assess the current value of your organization’s “customer experience”.
Identify your internal and external customers and the service levels expected.
Develop interpersonal skills to a higher level.
Describe how to deal effectively with all customers.
Explain how to turn complaints into opportunities.
List the ways in which customer service can be measured effectively.
Highlight the value of asking for and giving feedback to customers regarding service.
Develop personal methods for handling difficult customers.
Implement personal motivation techniques to create excellent first impressions.
Apply classroom theories to actual work-based cases
Develop business plans for your organization
Identify revenue generation options and allocate resources in accordance with your
organizations objectives and limited resources
Generate a greater flow of revenue in your organization
Who Should Attend?
Directors and managers
Customer Services professionals
Those who would like to develop and enhance their Customer Services skills
Brief Course Content:
The benefits of excellent customer service
Customer Service Principles, Evolution and Purpose.
The benefits of excellent customer service.
Customer psychology: what are your customers’ expectations?
Serving the internal customer.
World-class service – a modeling exercise.
Creating ‘magical’ experiences for your customers.
Enhancing your interpersonal skills
How to be liked by the customer.
Customer personality types.
Listeners are said to be the best communicators – how to perfect your listening skills.
Questions– if you don’t ask, you won’t find out.
How to read body language signals.
The do and don’ts of communicating effectively.
How well does your organization/department communicate the customer service message to
How to turn difficult situations into opportunities
Why do customers complain?
Why should we encourage complaints?
The Customer Loyalty Chain.
Customer behavioral types and how to deal with them
Understanding and managing emotions
Creative thinking to go that ‘extra mile’
Conduct organizational reviews and Plan revenue generation and resource allocation
Organisational objectives and strategy
Sources of income
Linking revenue generation with service objectives
Resource planning and allocation including tools and methodologies
Asset management in relation to revenue generation
Revenue collection – making sure you get your new revenue streams in procurement options
Getting the right customer service attitude
Saying ‘no’ professionally.
Avoid taking things personally.
Customer service values and guiding principles, vision and mission.
Practical case studies.
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