Great customer service determines our fate. Whether a company succeeds or fails depends on its level of customer service. Providing excellent service means treating each person you come in contact with everyday, while at work like a guest. The principles and theories behind customer service excellence are:
Customers have choices of other service providers who offer similar products or services and your competitors, are continually enticing your customers away from you.
Front-line staff, their supervisors and managers, have a crucial influence on the choices customers make and ultimately on the success of your business.
Knowledge Development Objectives
This programme is specially designed to:
- Help participants recognize and manage the customer’s heightened expectations and demands.
- Help participants recognize the need to acquire skills for building trust and maintaining productive customer relationships.
- Show participants how to measure customer satisfaction; especially against service levels of competitors
- Advance the customer care and service delivery skills of participants.
- Identify major barriers to service excellence and clearly identify powerful indispensable strategies for winning and retaining customers.
- Provide guidance to participants on how to maintain professionalism under pressure and project the right image.
- Guide participants to develop strategies for handling different types of customers.
- Help participants understand the need to build customer loyalty.
- Guide participants towards developing client relationship from a business development perspective.
- Customer Care and Service Delivery Toolkits.
- Practices of Exceptional Services.
- Strategies and Tactics for Improving Customer Service.
- Effective Communication Skills for Service Excellence.
- Maintaining Superior Customer Care Service during Periods of Peak Demand.
- Emotional Intelligence.
- Time As A Factor In Service Delivery
- Dealing with difficult customer situation
Who Should Attend:
All professionals who have direct or indirect interface with internal and external customers.