Customer Service Excellence Training – 3 day Master Class
Customer service is, to customers, one of the most visible and significant aspects of their perceptions of the organisation. It will shape their opinions and will often be the differentiator even above pure price. For customers the quality of customer service determines whether to buy, and particularly whether to remain a customer. Service creates and makes a company brand but also has the potential to destroy a business where the service falls short of customer expectations. It is worth remembering that you have more opportunity to delight or lose a customer than the CEO! By pulling together and delivering great service, you will become a part of building the organisation but get increased levels of satisfaction.
By attending this interactive course you will be equipped with the skills to:
- Understand and appreciate the importance of delivering world class customer service
- Understand the importance of a successful Customer Relationship Management Strategy
- Develop a positive mental attitude and the self-belief needed to deliver world class service
- Communicate effectively in a variety of styles and situations
- Handle complaints effectively
- Create a powerful personal presence
- Take control of all phone calls with a professional and dynamic image
- Negotiate effectively
- Understand the dynamics of human behaviours
- Understand some of the measures used to benchmark Customer Service
- Plan and manage your own personal success