COURSE OVERVIEW & CONTENT:
"The goal as a company is to have Customer Service that is not just the best, but legendary." - Sam Walton
Customer service is a critical aspect of any business as it directly impacts the satisfaction and loyalty of customers. Companies that prioritize customer service are more likely to retain their customers and attract new ones through positive word-of-mouth. In today's competitive market, providing Exceptional Customer Service has become a powerful differentiator for businesses.
Training employees on Customer Service is essential as it equips them with the skills and knowledge needed to effectively handle customer interactions and resolve issues. Well-trained employees are better equipped to understand and anticipate customer needs, build trust and loyalty, and provide a positive customer experience. They can also identify opportunities to upsell and cross-sell products and services.
This two-day course is designed around Six Critical Elements of Customer Service that, when the company lives them, bring customers back to experience service that outdoes the competition.
What is Customer Service?
Who Are Your Customers?
Setting Goals and Targets
The Second Critical Element – Defined in Your Organization
The Third Critical Element – Given Life by the Employees
Dealing with Difficult Callers
Dealing with Challenges Assertively
Dealing with Difficult People
Dealing with Conflict
The Fourth Critical Element – Be a Problem Solver
Seven Steps to Customer Problem Solving
The Fifth Critical Element – Measure It
The Sixth Critical Element – Reinforce it
Dealing with Stress
COURSE DURATION: TWO DAYS
SPECIAL OFFER: Book today for Customer Care for Customers With Special Needs Programme and save 30% for in-house programme.click here
SPECIAL OFFER: Book two places and get the third booking on the same course free of charge.