CUSTOMER SERVICE EXCELLENCE
Short Course
A two-day masterclass programme designed to remind everyone in the organisation that they can engage a customer or lose a customer.
INTRODUCTION & SELF REFLECTION
- Taking action to improve yourself
- Having a clear vision of who you are and where you are going
- The importance of Emotional Intelligence
- Being responsible for your own success
- Projecting a positive image
UNDERSTANDING OUR CUSTOMERS
- How to use our senses to communicate better with our customers, the basics of communication i.e., verbal, non-verbal, written
- Why is customer service important to the business?
- What is professional behaviour – what does this look like for our business?
- Self-confidence and customer service: dealing with queries you don’t understand, dealing with difficult clients
- Becoming a brand ambassador – what does that mean? How do we carry our professionalism and passion for our business beyond work hours?
WHAT IS A CUSTOMER DRIVEN ORGANISATION?
- The importance of customers
- Internal and external customers and the roles they play
- Factors that may hinder excellent customer service
- Critical analysis of what a customer driven organisation looks like
- Customer types and interactions
CUSTOMER EXCELLENCE IN ACTION
- Listening to customers and integrating their experiences into the business model
- Customer focused solutions
- Valuing customers and building trust
- Understanding how to build and retain customer loyalty
- Focusing on the value add, customer driven operations and customers values
- Feedback and presentations on customer service excellence
- Role plays on negotiation and conflict handling
Enquire about this short course now!
