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Create An Environment Of Excellent Customer Service

Course Overview

Employees, who are properly trained and demonstrate professional customer service skills, can improve customer satisfaction and loyalty. This helps businesses retain customers and improve profits. It costs less to retain loyal customers than to acquire new ones. In addition, satisfied customers are more open to additional sales messages and are likely to refer others to that business.

   
Course Duration 1 Day
(Duration 1-2 days according to depth of modules – can be tailored for closed course delivery)
 
Employees, who are properly trained and demonstrate professional customer service skills, can improve customer satisfaction and loyalty. This helps businesses retain customers and improve profits. It costs less to retain loyal customers than to acquire new ones. In addition, satisfied customers are more open to additional sales messages and are likely to refer others to that business.
 
TRAINING DELIVERY
Classroom based, this course will include a PowerPoint Presentation and interactive sessions                                                                                                                                                                               
INTENDED FOR:         
Any employees that deal with customers, both Internal and External. Teams within Customer Service departments.
 
 
The main Course Elements will include:
 
The importance of Customer Service today
Understand the difference between the Customer Needs and the Organisational Needs
Understand the concept of Corporate Image
Understand how people should be treated 
 
  
Questioning & Listening Skills
Identify different types of customers and assess their needs
How to build a rapport
Meeting Customer Expectations
Recognising potential sales
Professionalism & Positive Service
 
Developing a Service Plan
Retaining your Customer
Building on your customer base & gaining referrals
Ensuring satisfaction
Dealing with complaints positively
 
Action Plan for Personal Excellent Customer Service