Customer service is a unique product. It cannot be manufactured, stockpiled, and quality tested in advance. We have one chance to deliver it and if we fail, it cannot be recalled, replaced or refunded. The damage is done. Although it is an intangible item, it is an experience that customers feel instantaneously. And it is not good service unless the customer thinks it is.
Those that deliver customer service are unique as well. They are under constant pressure from the customer to meet today’s needs with increasing speed and accuracy. As a result, our service providers need special support and training to give them the skills and expertise needed to deliver first class service with the care and respect our customers deserve. This program is an investment in one of our most important assets, our front-line staff, and is guaranteed to bring high returns in increased business, referrals and profits.
Participants will learn:
Who are their customers (both internal and external) and what do their customers want when it comes to service?
Assessing your High Tech and High Touch skills needed to deliver quality service
The role that everyone plays in supporting external and internal customer service
How personal attitudes towards customers influence outcomes
The concept of psychologically self-employed and how it can improve your service
How to identify customer needs and expectations and exceed them
How to listen and ask questions to get important information
How to design a satisfaction survey for continuous feedback
The difference between difficult customers and customers who are just being difficult
What to say and what not to say when a customer is upset
How to handle complaints skillfully and take criticism constructively
How to cope with the pressure of being on the front line
How to implement a strategy for improving customer service in your area
Who Should Attend: All customer service personnel
Methodology: This program utilizes video, discussion, structured exercises, role play practice and Q & A.