Customer Service and Revenue Generation

Day 1 - The benefits of excellent customer service Customer Service Principles Evolution and Purpose. The benefits of excellent customer service. Customer psychology: what are your customers' expectations? Serving the internal customer. World-class service a modeling exercise. Creating ‘magical’ experiences for your customers. Day 2 - Enhancing your interpersonal skills How to be liked by the customer. Customer personality types. Listeners are said to be the best communicators how to perfect your listening skills. Questions if you don’t ask you won’t find out. How to read body language signals. The do and don’ts of communicating effectively. How well does your organisation/department communicate the customer service message to your colleagues? Day 3 - How to turn difficult situations into opportunities Why do customers complain? Why should we encourage complaints? The Customer Loyalty Chain. Customer behavioral types and how to deal with them Understanding and managing emotions Creative thinking to go that ‘extra mile’ Day 4 Conduct organisational reviews and Plan revenue generation and resource allocation Organisational objectives and strategy Business planning Risk management Sources of income Linking revenue generation with service objectives Resource planning and allocation including tools and methodologies Asset management in relation to revenue generation Revenue collection making sure you get your new revenue streams in procurement options Day 5 - Getting the right customer service attitude Saying ‘no’ professionally. Avoid taking things personally. Customer service values and guiding principles vision and mission. Measuring performance. Practical case studies.