Good customer service is vital for all businesses. It can have a direct impact on customer loyalty and where potential customers choose to spend their money. Simply put, the higher quality customer service an organization could provide, the higher level of customer satisfaction you will enjoy, and that will translate into repeat business and more revenue.
The Basic Customer Service training then aims to provide organizations with the fundamentals on providing effective customer service, one which would make happy customers and eventually would create a strong and loyal customer base.
This course will equip you with the necessary behavioral and communication skills, the right attitude and specific methods to analyze and improve the service provided ensuring customer satisfaction and delight in the most challenging situations.
At the end of the training, participants are expected to:
Explain the importance of customer service in a competitive environment
Practice the techniques of managing customer expectations and delighting customers
Provide better, faster service and increase customer satisfaction
Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem
Customer Service Personnel
Account Managers
Help Desk Managers
Department Heads and Supervisors
All Front End Personnel
The following are the subjects to be taken up during the workshop proper
Topic 1: Understanding Customer Service
Customer Service Definitions and Concepts
Quality Service Requirements
Cost of Bad Customer Service
Topic 2: Internal Customer Service
Identifying Internal and External Customers
Customer Requirements
Foundation of Great Service People
The Service Profit Chain
Topic 3: Managing Customer Expectations
What to Say and What Not to Say
Calming Upset Customer
Comments You Should Avoid
RATER and Service Quality Factors
Exceeding Customer Expectations
Topic 4: Effective Communication Skills for Handling Customers