Customer Service Management

Many organizations claim “The Customer is King” while referring to their employees as internal customers ultimately creating a conundrum regarding who the real customer is.

Providing excellent customer service is a must and a key skill for high performing staff. This course will enable participants to revitalize their approach to customer service and put the customer at the heart of their organization.

Objectives:

• Importance of internal and external customer
• Adopt a consistent, professional style when speaking with customers 
• Communicate effectively and genuinely with customers
• Develop skills in engaging with customers and managing their queries efficiently
• Identify ways to add value to customer relationships and exceed expectations
• Turning customer service disappointment into a positive experience
• Apply strategies to better deal with challenging customers

Outline: 

• Developing a Customer Service philosophy
• Where does customer service start?
• The difference between Internal and External Customers
• Best practices for Internal Customer Service
• A Customer Service mind-set
• 'Moments of Truth' – Customer Service touch points
• The impact of first impressions
• What is your current Customer Service level?
• The different levels of Customer Service
• Improving Customer Service Standards
• Achieving the ‘WOW’ factor of Customer Service
• How does your communication impact on customers?
• The art of listening to your customers
• Asking the questions your customers want to hear
• Effectively communicating with customers
• Body Language Basics
• Strategies for dealing with challenging behaviour from customers
• Handling customer complaints proactively and effectively