focusing on the customer
...exceeding your clients' expectations
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In a competitive business environment your customers, internal and external, expect exceptional levels of customer service and it is this that will create lasting client relationships. Giving great customer service is about understanding your customer, managing information and people and mastering efficient and productive communication. This programme provides powerful tools and a range of useful techniques that will guarantee great customer service.
content
- structuring the customer experience
- proactive and reactive behaviour
- effective communication – listening, vocabulary
- understanding client behaviours and emotions
- expressing empathy
- creating lasting relationships
- dealing with problems
- setting service standards
- motivating your team to ‘give great customer service’
features
- customer experience model
- easy to follow key behaviours
- critical steps for customer handling
who should participate
- anyone who operates or manages a business or department that deals directly with customers
- customer service representatives
- everyone in a customer focused organisation
recent participants include
Capquest, VOSA, BT Fleet, Howard Tenens, NEC Displays