Effective Customer Service Strategies Training

Customers demand quality service; If they do not get any help, then they will choose other businesses. Therefore, the essential basis of any successful business is to manage the delivery of quality services and enhancing the quality of customer service. This 2-day course will provide delegates with the strategies to monitor and review their business with the objective to improve customer service.

There are no prerequisites required during the Effective Customer Service Strategies training course

This course is beneficial for leaders and managers who want to establish and develop an empowered customer service culture in their business.

• How to lead a buyer’s help transformation
• Design and help manage the consumer’s experience
• Improve scalability and profitability within a business
• Help employees and influence their behaviour
• Identify who constitutes a customer, or potential customers and their expectations and standards.
• Learn how to maintain positive relationships with all costumers.
• Control every service contact into an opportunity to create real customers satisfaction, loyalty and service.
• Whether customers are local or global, they should get consistent contact, help and levels of service.
• Realise and maximise the strategic contact between service, sales and marketing.
• Analyse their role as a manager in using customer care standards.

The course is two days long and has ten modules. The first five focus on the customer help, sales, setting up objectives, analysis of business and resolving the conflict with the customer.

The last five focus on negotiation, satisfying buyers, customer service strategy, enhancement of the customers help and the final one is about the improvement of consumer’s support.

Define Superior Customer Service

• Benchmark “best practices” industry wide
• Identify current customer needs
• Anticipate customer expectations
• Deliver excellent customer assistance
• Measure customer support performance

Provide Sales Related Services

• Know your customer
• Use “customer continuum” to profit customers
• Initiation of help to create add-on and cross-selling possibilities

Set your objectives

• Matching the product to the market
• Critical success factors

Analyse your business situation

• Four dimensions of service excellence for customers
• Five stages of developing strategy for customer service
• Set business goals
• External environment
• Know your consumer groups
• Exceed customer expectations
• An importance of reputation
• Internal features of your business
• How to use a SWOT analysis

Resolving Customer Conflicts

• Recognise the types of customer behaviour
• Addressing consumer resistance
• Using process to work with dissatisfied customers

Negotiating with the Customers

• Fundamental principles of successful negotiation
• Forceful negotiation communications
• Capitalise on the win-win model of negotiation

Satisfying Internal Customers

• Reducing an internal stress
• Proven process for solving internal problems
• Improving internal contact with customers
• Group approach to discover underlying challenges

Towards a customer service strategy

• Systems and Strategy
• Help recovery
• Empower your people
• Build long term customer relationships
• Reward and recognition

Enhance Customers Service

• Leverage tools, skills and processes to generate superior customer service
• Track results of customer satisfaction

Monitor and evaluate progress

• How to measure service quality
• Benchmarking

• Review the quality of your current buyer’s help.
• Set objectives and establish a strategy to meet them.
• Build relationships with the customer.
• Monitor and evaluate progress.
• Plan and implement improvements