A company’s most vital asset is its customers. Without them, we would not exist in business. When you satisfy your customers’ needs, they not only help your organisation grow by continuing to do business with you, but they are more likely to recommend you to friends and associates.
This programme has been designed to help participants develop the vital skills to manage positive customer care. With the knowledge, they will be able to deal with customers effectively, maximize their potential, and exceed their expectations.
What is good customer service?
- How can it go from good to great?
- What are the pitfalls that many people experience when trying to deliver customer service?
- Does attitude count?
- What is the best way to handle difficult customers?
- What techniques can be used to reduce customer service stress?
- This highly interactive and enjoyable programme will address all these questions and will examine in-depth how to build lasting rapport with your customers.
After attending this programme, delegates will understand:
- What makes a good customer service experience?
- How to deliver excellent customer service and
- How to take care of yourself while taking care of your customers.
They will also be able to:
- Understand the need for customer care skills.
- Show your customers how important you believe they are.
- Clearly understand what exceptional customer care looks like and maintain this level of service.
- Meeting customer expectations consistently.
- Understand the importance of attitude.
- Recognise barriers in the delivery of outstanding customer service.
- Build long-term relationships with key customers.
- Ensure customer retention vs recruiting new ones at higher cost.
- Enable your customers to become advocates for your business in person and on-line creating word of mouth advertising – the most effective and cheapest kind.
- Understand the importance, and use of, the telephone, the internet and social media in delivering exceptional customer service.
- Understand how to deal effectively with anger, aggression and complaints.
- Help your company stand out from your competitors.
FOR THE MANAGERS: Make your workplace more enjoyable and remember: your staff will treat your customers the same way you treat them!
Who Should Attend?
Anyone who provides services, products or information to internal, or external customers including managers responsible for: training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, receptionists and front-line staff, marketing, communication specialists, public relations personnel and anyone who deals with your customers.