CATEGORY:  CUSTOMER SERVICE

Improving Your Customer Service

Who should attend

Anyone seeking to improve their own Customer Service skills, and the level of customer service across their team or organisation.

What will I learn

Companies that offer reliable and customer-focused service have a distinct competitive advantage and can build an element of loyalty and defend a price premium. Customers have become more demanding – and while speed, quality and price are still important, many customers value dependability and a good working relationship above those three, along with being respected and valued.

Workshop Content

• Communications and Customer Service
• Customer expectations vs actuality
• Customer perception is reality - Albrecht
• Customer Service behaviours
• Team dynamics in Customer Service
• Dealing with complaints and conflict
• Four analysis elements for improving Customer Service
• Video-based interactive case studies

Productivity Improvements

On leaving this workshop you will be able to:

• Communicate more effectively with customers
• Prioritise and deliver what is important to customers
• Engage in behaviours that customers see as beneficial to them
• Use the full potential of your home team to provide reliable service
• Prevent complaints from escalating and create positive outcomes
• Analyse your Customer Service effort for constant improvement