Customer Service
Today’s customers want service that is faster, better, cheaper, and more thorough. But you need to know if your organisation is prepared to meet that challenge. Can you say with confidence that your organisation’s customer service is exceptional—and do employees know the difference between internal and external customer service? These skills are what set extraordinary companies apart.
Becoming A Customer Service Star
Don’t just talk about providing better customer service – make it a reality!
Becoming a Customer Service Star helps both employees and managers examine their attitudes about customer service in five critical areas:
- Having a positive attitude toward customers
- Encouraging customer feedback
- Responding to customer problems
- Developing repeat relationships
- Seeking to exceed customer expectations
Learning Outcomes
- Create a profile of individual customer service strengths and weaknesses
- Recognize the opportunities to improve customer service and retention
- Identify an individual action plan to enhance service in the five key areas
Audience
Anyone involved in customer service
Duration
½ hours
Delivering Exceptional Phone Service
As the first (and sometimes only) direct person of contact customers have with an organisation, serving as a customer service representative is a very important role to fulfil. When service reps interact with customers, they are the face of the organisation and so it is important that they know how to effectively communicate with customers (especially if you want your customers to keep coming back!)
Delivering Exceptional Phone Service is all about helping service reps to build the skills they need to meet customer’s needs the best they can and to ensure customers feel heard and valued by your organisation. The program is rich with partner and group role-play opportunities with realistic customer service examples that facilitate participants’ ability to implement newfound skills post-workshop.
Learning Outcomes
- Actively listen to customers so that they feel heard and understood.
- Speak clearly so that customers can easily understand you.
- Convey an attitude of service during each stage of a call.
- Remain calm and professional when dealing with difficult situations.
- Know when to say no to customers’ requests and how to do so in a positive way.
Audience
Anyone involved in phone service
Duration
½ day