Developing Customer Service and Relationship Building

Part 1: Session overview

· What is Customer Service?

· Individual experiences discussed

· The ICS (Institute of Customer Service)

· Why is Customer Service important to your Customers?

· How to make your Customers feel important and valued

· Why is customer service important to your Business?

· The impact of poor customer care

· Caring and servicing customers with confidence

· Identifying customer needs and skills required to do this

· What are effective telephone techniques?

· What are unsatisfactory telephone techniques?

· Identifying and improving communication skills

· Implementing and monitoring standards

· Handling complaints and dealing with objections

Part 2: Customer generation, retention and relationship building

This course is invaluable for any members of staff that are dealing with incoming enquires from customers, are responsible for sourcing new business or building relationships to retain custom.

Making ‘cold’ outgoing calls, chasing up quotes/orders and have general dealings with customers but want to increase their impact and ability to spot opportunities to increase business. The course will not only hone and polish their skills but also give tips and advice to empower staff and increase confidence levels.

This course will motivate your employees by introducing innovative approaches and a new attitude towards increasing business and retaining customers in a tough economic climate.