Customer Service

Benefits

• Dealing with difficult customers
• Effective telephone techniques
• Proactive Customer Solutions
• Customer-centric culture
• Service standards aligned with customer needs
• Reduced customer dissatisfaction
• Effective and positive resolution of customer complaints
• Increased customer loyalty

Contents

• Internal and external customers
• What customers want and how they want to be dealt with
• Measures of service quality
• Continuous improvement
• Learning from experience
• Attitudes
• Developing and maintaining self-confidence
• Communication principles
• Establishing rapport
• Questioning for needs, feedback and agreement
• Effective listening
• Telephone technique
• Empathy
• Assertiveness
• Complaint handling process
• Passing complaints to others
• Being a service champion
• Prioritising
• Controlling timewasters

The purpose of this seminar is for participants to understand customer relations and service concepts in relation to both internal and external customers. It is to help them build and maintain a customer-focused business.

"I now have a more positive attitude - the course recharged my enthusiasm for customer dealings."
Senior Consultant, Tech Tonics Group

"Great tutor! Kept energy levels pretty high. Wish you were around when I went to school!"
Logistics Administrator, Roche Products

Learning Outcomes

Appreciate the role of the customer in the organisation.

Appreciate the importance of quality service in total customer satisfaction.

Apply the techniques of learning from experience to review service to customers and plan improvements.

Manage attitudes and feelings to always give positive and excellent service.

Communicate effectively with customers and present professionally at all times.

Use the telephone effectively when making or receiving calls.

Respond positively to difficult customers and complaints.

Involve colleagues effectively in the provision of service, or the prevention of problem occurrence.

Prioritise time and customer service activity.