Customer Service Excellence
Think about the last time you had a great customer experience. That feeling of being valued and understood stays with you, doesn’t it? Now imagine if your business could consistently create those moments.
This 1 day programme isn’t about settling for “good enough.” It’s about elevating your customer service from a basic function to a powerful asset. On this course we explore practical, proven strategies to help you exceed expectations and create memorable experiences.
Whether you’re a startup or an established enterprise, these strategies will help you develop the kind of service that turns customers into loyal advocates.
Aim
To create meaningful relationships that turn casual buyers into loyal customers. Providing excellent customer service encourages people to spend more and helps your business grow.
Objectives
By the end of the programme you will be able to:
- Define Customer Service Excellence
- Understand what customers expect of us and how customers form their opinion of us
- Deal effectively with customers on the telephone
- Practise email etiquette
- Take responsibility for customer queries
- Deal with customer’s fairly
- Handle complaints in such a way that generates customer loyalty
- Manage angry customers and achieve win:wins
Content
What is customer service Excellence?
- Why is it Important?
- Understanding how others percieve your business
- Projecting the correct Self & Company Image
Enhancing Listening skills
- Creating the core of any relationship
- Deciding to listen
- Understanding others
Understanding how you come across to others and the impact you make
- The 3 V’s of communication – verbal – vocal – visual
- Creating Rapport over the telephone
- Email etiquette that moves things forward and resolves problems
Handling Complaints and Difficult Situations Professionally
- Effective questionning skills
- Showing Flexibilty and understanding
- Resolving problems and complaints fairly
Getting to win:win with customers
- Being assertive but fair
- Saying No in ways that maintain the relationship
- Acheieving the best outcome for both parties
Action Planning
Conrad Potts
