Essentials of Customer Service

Course Content

Introduction

Organisations that build the strongest relationships with their customers will be the most successful in the long term. New customers are expensive to recruit and can be very promiscuious. This course focuses on the skills required to deliver exceptional customer service. It will allow participants to share best practice and identify a range of techniques that will develop their ability to meet the customer needs and expectations. By delivering exceptional customer service, organisations will make profitable transactions and significantly increase customer referrals.

Key Topics

• Customer service chains
• The impact of customer service
• The customers choice
• The impact of behaviour
• Merrell & Reid
• Knowledge, skills & attitude
• Creating a positive image
• Improving your image
• The power of reputation

Related Courses

• continuous improvement

• dealing with difficult customers

• effective telephone technique