Providing Excellent Customer Service

Providing Excellent Customer Service

Duration: 1 Day

In most cases, companies provide products and services that are readily available through alternative suppliers. Although the product or service may have unique features, at a fundamental level the basic product/service is often far from unique. Why does a customer choose to use a supplier in preference to another? What makes customer/clients return? Word of mouth travels fast if you are good at meeting customers’ needs and even faster if you are not. If a customer is dissatisfied with the quality of service they receive, they will seek out another supplier – even if the product is of a lower quality. This programme promotes the necessary skills, techniques and practices to provide excellent customer service.

Course Designed For

This course is essential learning for all staff engaged in direct contact with customers or clients. It is an ideal course for those entering a customer focused environment as well as a good refresher for those wishing to ‘brush up’ their skills.

Objectives

How will you and your organisation benefit…

Upon completion of this course you will be able to:

• Recognise good customer service practice and its effect on internal and external customers
• Identify and solve problems for customers/clients
• Build effective and lasting relationships with customers/clients
• Adopt a pro-active approach when handling complaints and difficult situations

Course Outline

Good vs Bad Service Levels

• Producing a model of good practice
• Counting the cost of bad service
• Gathering qualitative and quantitative information and feedback

Product Knowledge

• The importance of product knowledge
• Delivering information to customers/clients

Problem solving

• Identifying customer/clients problems
• Using lateral and creative thinking to solve problems
• Communicating a ‘can do’ attitude

Complaints

• Welcoming complaints as a chance to improve
• Recognising the ‘knock-on’ effects of complaints
• Keeping communication channels open
• Following up

Difficult People and Situations

• Recognising difficult customer types
• Defusing difficult situations
• Developing a strategy for handling difficult people and situations effectively
• Providing solutions that satisfy needs

Further Development

• Effective Communication
• Assertiveness
• Influencing, Persuading and Negotiating
• Conflict Management