PROGRAM DETAILS

Introduction

•  We are now in a Service – oriented Economy. The Customer is King.
• Customers are very demanding, and rightfully so.
• Customer Service is an intrinsic part of Customer Relationship Management   (CRM).

This results in Customer Retention and helps you to grow your business through Repeat Orders from a Satisfied Customer.

 Learning Outcomes

This Course will provide a Methodology to systematically improve the service provided to Customers so that Customer Expectations can be exceeded and your Business can remain viable.

The participant will be introduced to a Service Management Model with specific Tools and Techniques within each Section.

First, Customer Service is defined in some depth, and a comprehensive approach to improve it.

Then the participant will be given Information, Skills and Techniques to raise his / her competency in specific areas where he / she needs help.

The Outcome of implementing these ideas can be creating situations where you are able to delight the Customer to provide a Service that far exceeds expectations.

Program Content

Day One & Two

1. Understanding Customer Service
2. Exceeding Customer Expectations
3. Developing a Customer Service Strategy
4. Exercises
5. Checklists
6. Case Studies – Working in Teams and Presentations
7. Action Points

Day Three & Four

1. Recruiting the Right People
2. Developing Personal Service Skills
3. Managing the Customer Interactions
4. Exercises
5. Checklists
6. Case Studies – Working in Teams and Presentations
7. Action Points

Day Five

1. Establishing Effective Processes
2. Dealing with Customer Complaints
3. Instituting Continuous Improvement Processes
4. Exercises
5. Checklists
6. Case Studies – Working in Teams and Presentations
7. Action Points

Target Audience

This Programme is designed for anyone who is working in an organization, small or large, who wants to improve standards of service to the Customer. Whether you are a Business Owner, Manager, Service Provider or Executive, this Course will provide useful tools and techniques to improve service at all levels in your organization.