Customer Service
All successful businesses today are heavily focused on building long term customer relationships. They are also focused on gaining repeat visits. These goals will be achieved through excellent customer service and relationship management.
Excellent customer relationship management is about under-promising and over-delivering - exceeding expectations. But what does this mean to you or your staff?
Every time a staff member interacts with a customer they represent the business. It’s said that everyone today is “selling”.
This course will help you and your staff develop the practical skills to provide quality, outstanding Customer Relationship Management.
- Introduction and Overview
- Breaking down the Points of contact
- Moments of Truth in the customer relationship cycle -- What differentiates Us
- The Value of the Customer
- Good Customer Relationships –- What it Is and is Not
- Dealing with the Gaps in the customer relationship system
- How to delight the customers – Your best sales people
- Developing the Right Attitude and how this impacts the relationship
- Five ‘P’,s of customer service and The Valley of Excuses
- Customer Care Case Studies
- The Customer care Plan – Putting it into action
- Forming a Customer Charter
- Action Planning for Customer service
This programme is very much a hands on event incorporating a lot of discussion, self analysis and role playing.
The case studies used can be developed in conjunction with you.
This programme focuses on every aspect of the client interaction with the business from the receptionist /first contact who should be greeting the client to the final contact and right throughout the process.
At the end of this programme the participants will have a definite plan in regard to how they need to address their client care issues and how to review this going forward.
The programme can be tailored to suit what ever busiess you are in.
Note: This programme can also be delivered as a FETAC Level 5 course.
