All businesses are reliant on sales, and all sales are reliant on good customer service. People don't buy from companies they don't like, and getting the customer to like you is part of good customer service. It is treating your customer with respect, letting them know you value them and they in turn will value you. Even if a transaction has gone wrong, if handled well, you may not lose your customer but could even improve your relationship with them. All through excellent customer service.
And it is not a one way street - making the customer feel good can make us feel good, can give us a buzz. And if you can get it right through the whole company, treating everyone you encounter as a customer, the results go beyond a feel good factor, and become tangible as your profits go up. Customers are twelve times more likely to share a negative experience than a positive one, so it is worth making the effort.
This course will show delegates what good customer service looks like, gives step-by-step guides to getting it right, hints, tips and ideas to improve your customer service and make every experience a positive one, and gives valuable advice on how to deal with a difficult customer, why they may be difficult, and how you can turn it around.
What is customer service
Meeting and exceeding expectations
How do you get people to like you?
How do you get people to like you? part 2
The Communication Matrix
Telephone etiquette continued
The problem with questions
Customer service as a philosophy
Who are your customers?
Speaking dos and Don'ts
Fight or Flight
Fear and anger
The answer with questions
Each module is followed by an assessment to ensure delegates have understood the material. Some modules follow on from each other, but some can be viewed stand-alone so each delegate can move at their own speed and manage their own training around their daily tasks. The whole course will take around 4 hours to complete.