Excellence in customer service

Who are our customers, and who helps us provide service to them?

To determine this, picture yourself in the middle as the person delivering a service. Identify who all your customers are, both Internal and External. Consider Direct Customers (e.g. those who you come in to contact with directly); and Indirect (i.e. those who indirectly affect the service you deliver.) It is important to look at the whole picture, because one weak link can break the chain.

The Excellence in customer service programme is designed for managers, customer service managers, sales staff and organisational decision makers who are interested in setting customer standards and improving customer satisfaction.

Learning Sector: Personal, management and leadership development

Suitability: General audience, Technical and domain specialists, Supervisory and line management

How Does Your Business Benefit:

As a result of this programme the delegates will be able to:

Understand the importance of culture to managing customer service/care and how to create the desirable characteristics of a customer-focused organisation.

Motivate staff to deliver quality customer service levels.

Understand the importance of customer retention and how to keep customers.

Be confident that any complaints will be handled in a professional and efficient way through a thorough understanding of the systems, process and techniques needed to handle difficult situations.

Be able to recognise and define the valuable customer care skills need in staff which will result in improved confidence when working in any customer facing environment.

Be practiced in the use essential communication skills needed to develop rapport, manage individuals and present a positive caring image.

Understand the true meaning of customer care and how to achieve world class excellence in delivering it.