MASTERING SUPERIOR CUSTOMER SERVICE
INTRODUCTION:
What is an excellent customer service? How can it go from good to great? What part does attitude play? What is the best way to handle customer friendly image? All these and more will be answered in this highly interactive course!
Most organisations believe that creating an excellent customer service, should consist of essentially exhorting their people to have a “good attitude”.
The truth however is that companies who really provide excellent
customer service, have a well thought out process behind their superior front end service delivery, and this consists of behind the scenes qualities like:
The correct skills
The correct values
The correct execution
Customer service satisfaction is at the heart of every great business. It takes intentional focus and dedicated efforts to create a world class customer service culture in an organisation.
There are two principle reasons for delivering excellent customer service:
(1) Repeat business and
(2) General customer happiness.
Course Overview
Your people will be taught a combination of skills and great attitudes which enables them to know what to say and what to do in common or diverse customer situations.
In this course we will look at how great customer service impacts company profits, and understand that customer service is an attitude, and not a department!