Customer Service

Rationale:

It’s Simple – People will not deal with organisations or individuals who will not or do not provide them with what they want and in a way that is acceptable to them!

One of the key ingredients for success in a competitive business environment is the ability to provide top quality and effective internal and external customer service. Customer service is at the heart of growth and potential of every organisation.

The extent to which customers choose to use our products and services is directly related to their satisfaction and the level of service they receive. The level of service your organisation provides will also be a direct reflection of the happiness and engagement of the people within it.

This course is designed to cover all customer relations, service concepts and skills needed to encourage every member of your organisation to be highly effective in all Customer Service approaches and procedures both internally and externally.

Who will benefit?
To create a proactive customer focused culture, we recommend that everyone within your organisation should have formal training in the development of Customer Service Skills.

In particular those who are responsible for internal or external customers; Management, Sales Staff, Clerical Staff, Accounts Staff, Reception Staff.

What Is the Duration?
In-house: One or Two Day
(Depending on the content covered and intensity of learning required)

Open-schedule: One day (When listed on our open-schedule calendar)

course contents

Module One:
The Understanding
This module is designed to establish a clear understanding of customer
service and why it is so important to the success of any organisation and how
it impacts on everyone within the organisation.This module also looks at internal and external customer service.
_What is Customer Service?
_Understanding Concepts of Perception and Expectations
_Why is Customer Service so Important?
_Who Provides Customer Service
_Internal and External Customer Service
_Understanding Your Organisation
_Essential Qualities of Customer Service
_Your Organisations Area of Expertise
_Your Organisations Image
_How Important is Your Role

Module Two:
The Person
This module looks at the disciplines and attitude required for the implementation of customer service from an individual
perspective. It shows how the individual benefits from being customer service focused.
_Your Attitude to Customer Service
_Self – Presentation
_Preparing for Customer Service
_Creative Customer Service

Module Three:
The Process
This module takes a detailed look at all of the key competencies required in providing customer service and shows
how it is possible to exceed customer expectations through using these competencies.
_Customer Behavioural Styles
_Understanding Customers Needs
_Essential Communication Skills
_Dealing with Difficult Customers
_Steps to Handling Customer Complaints
_Encouraging Repeat Business
_Taking Responsibility for Customer Service