Outstanding Customer Service Training Workshop

Overview

A One Day Workshop that can be provided on-site or at another appropriate venue.

For all customer service professionals and managers.

Outstanding Customer Service is widely recognised as a corner stone of growth. Never have higher demands been placed on businesses to provide outstanding customer service in order to win and retain ongoing customer loyalty.

With many years of practical experience in customer service, we recognise the 'moments of truth' that affect customer perceptions and the skills that are required to deliver a level of customer service that secures repeat business. This program is designed to impart a lasting impression and provide practical skills that will improve the performance of your customer service team.

Typical Agenda

• Why Customer Service is Important
  • The Customer Loyalty Matrix
  • Benefits for you
• Outstanding customer service defined
  • Includes a Group Exercise that exposes the key interactions that influence customer perceptions and emphasises personal interactions and communications as critical customer service parameters
• The Importance of
  • Listening to understand
  • Being solutions focused
  • Taking ownership
  • Being responsive
• The Customer Service 'Moments of Truth' - The key interactions that affect customer perception
  • A case study, example and group exercise to establish your organisations 'Moments of Truth'
  • Using the 'Moments of Truth' Matrix to identify key areas for improvement
• General Communications skills in
  • General Conversation
  • Telephone
  • Email
• Managing Difficult Customers and situations
  • A practical session on what to do when things go wrong
    

Pre-Requisites: Nil

Next Public Program: TBA, Call 1800 088 494 for more information

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