Customer Service Excellence
Customer service is the new marketing because customers can spread word fast and can be more convincing that advertisements. For this reason, customer service is critical for an organization and in some industries, it has become the sole competitive advantage. With the added knowledge that it is more expensive to bring in new customers than to get more business from existing ones, it is imperative that organizations prioritise customer service excellence.
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Our programme helps to:-
- develop institutional capacity for efficient service delivery
- enhance the organisation's brand through the way in which queries and customer interactions are dealt with.
- Help participants to:-
- anticipate customer problems and focus on root cause analysis and resolution so as to avoid recurrence of issues
- practise some of the key skills in handling customer issues
- maintain a positive attitude even when handling difficult customers
Programme Outline:
The Customer service philosophy
- What is Customer Care, to staff and to the customer?
- Understanding self and understanding customer behaviour
- Managing diversity
- Handling criticism
- Why customers complain
- Anger triggers
- Handling irate customers
- The Complaints-resolution loop
Principles of Customer care
- Quest for Quality
- Brand representation - do staff see the bigger picture?
- "Customer care as an attitude, not a department"
- Exceeding customer expectations
- Customer growth and retention
- Balancing personal issues with job pressures
- The Vicious Cycle
- Complaints management process
The Vicious Cycle
Relationship interaction skills
- Communication skills
- Telephone skills
Grooming and Etiquette
Taking a stand
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