Customer Service Excellence

Introduction

This practical and interactive customer care course provides an overview of the personal and professional skills for staff that are often the first point of contact for customers. Throughout the course delegates will have the opportunity to discuss customer handling skills and share best practices.

Who Should Attend

  • This course is designed for frontline staff who have regular and frequent customer contact.
  • The course will give you a chance to review your current customer service and identify ways you can manage yourself to develop your service and have a positive impact on your customers

 

Pre-requisites

None

Learning Objectives

  • Understand the vital importance of the customer to any organization
  • See the value in having excellent service for both internal and excellent customers
  • Identify the factors that can prevent an organization from maximizing customer value
  • Understand the importance of customer relationships
  • Identify the components of CRM
  • Describe the factors that can cause CRM to fail
  • Define what a complaint is
  • Understand why Customers complain
  • Describe the components of an effective complaint handling process
  • Explain the various documentation requirements
  • Understand how a more professional approach to the handling of complaints in the organization can deliver benefits in terms of increased customer satisfaction

Outline

Duration: 3 Days

 

  • Module 1: Customer Driven Organisation
  • Module 2: Customer Relationship Management
  • Effective Complaint Handling