Effective Customer Service
In today’s growing world of consumerism customers expect more from
businesses and suppliers. Considering this what is effective customer service?
What are the measurable indicators to a business of a successful customer
handling process or effective CRM? During this one day workshop we will
examine the art of achieving continual ‘effective customer service’ and the
benefits to a business by doing so.
Objectives:
• To equip teams with effective communication skills and
help them understand their impact on delivering world
class service
• Explain how to recognise what customers expect in terms
of customer service and the implications to all involved if
that standard is not met
• Demonstrate how to handle challenging customers
• Define what ‘effective customer service’ is and what the
benefits are to a organisation
• To be able to conduct a life time value exercise
Who should attend: Any customer facing team member
Content:
• What ‘customer care’ means and why it is important
• Identifying our customers expectations
• Internal and external customers
• Dealing with customers
• Identifying opportunities to provide customer care
• Communication skills
• Asking questions, listening and understanding customers
• Dealing with difficult people and complaints
• Developing assertive behavior
• Putting ‘customer care’ into practice
Rate: £195 per delegate or contact us for group rate (6 – 12 delegates)