EFFECTIVE CUSTOMER SERVICE

Overview

Effective Customer Service is vital for all businesses, large or small. It can have a direct impact on customers’ loyalty and where potential customers choose to spend their money. Effective customer service brings about   Effective customer satisfaction which would translate into repeat-business contracts and more revenue for an organisation. Therefore, this course will equip participants with the skills needed for effective and excellent customer services.

Who to attend

Customer Service Managers, Front-line Employees and Supervisors and Anyone who deals directly with a business or organisation’s customers.

Objectives

At the end of the programme, participants in addition, should be able to:

1. Uncover customer needs and establish rapport
2. Listen to customer complaints and objections
3. Acknowledge customer concerns
4. Deal with the most difficult customer satisfaction issues
5. Handle unreasonable expectations
6. Guide customers through the problem resolution process
7. Be proactive rather than reactive
8. Show empathy and gain trust
9. Gain cooperation from unhappy customers
10. Work with colleagues and management to increase customer satisfaction
11. Provide exceptional customer service to protect and expand organisational

Outline

• Identifying a customers’ needs and values
• Compassion for the Customer
• Setting standards and meeting customers’ expectations
• Listening and Problem-Solving Skills
• Steps to Problem Solving
• Communication and Telephone Skills
• Dealing with difficult Customers
• Handling Tense, Stressful and Multi-Tasking Situations

Booking Information

Fee: £ 2,597