All businesses are reliant on sales, and all sales are reliant on good customer service. People don’t buy from companies or people they don’t like, and getting the customer to like you is essential to good customer service. It is treating your customer with respect, letting them know you value them and they in turn will value you. Even if a transaction has gone wrong, if handled well, you may not lose your customer but could even improve your relationship with them, all through excellent customer service.
Good customer service people reap the rewards – making the customer feel good can make us feel good, can give us a buzz, and if you can get it right through the whole company, treating everyone you encounter as a customer, the results go beyond a feel good factor, and become tangible as your profits go up. Customers are twelve times more likely to share a negative experience than a positive one, so it is worth making the effort.
This course will show delegates what good customer service looks like, gives step-by-step guides to getting it right, hints, tips and ideas to improve your customer service and make every experience a positive one, and gives valuable advice on how to deal with a difficult customer, why they may be difficult, and how you can turn it around.
- What is customer service
- Meeting and exceeding expectations
- How do you get people to like you? Part 1
- How do you get people to like you? Part 2
- The Communication Matrix
- Active listening
- Telephone etiquette
- Telephone etiquette continued
- Controlling conversations
- The problem with questions
- Customer service as a philosophy
- Who are your customers?
- Telephone techniques
- Speaking dos and Don’ts
- Fight or Flight
- Fear and anger
- The answer with questions
Each module is followed by an assessment to ensure delegates have understood the material. Some modules follow on from each other, but some can be viewed stand-alone so each delegate can move at their own speed and manage their own training around their daily tasks. The whole course will take around 4 hours to complete.