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Customer Service & Satisfaction
Feb 14 - 17
May 09 - 12
Sep 25 - 28
Fee excluding accommodation and meals
By the end of this course delegates will:
Have reconsidered who their customers are, how well they currently serve them and where improvements can be made
Be able to use benchmarking to illustrate how their organisation can set standards to improve customer service levels
Have considered the practical implications involved in developing an appropriate customer service programme and marketing it internationally
Know how to effectively interact with their customers
Truly understand the problems their customers may face
Be able to understand and deal with conflict situations
Have developed the techniques needed to effectively communicate with customers over the telephone
What is a Customer?
Who are your customers? – internal and external
How do our customers see us?
What services do you provide and receive?
How good should our service be?
How do cost, quality and customer service relate?
How feasible it is to go for right first time?
Encompassing the right attitudes towards customer satisfaction
Benchmarking customer focus for best practice
What is customer satisfaction?
Customer satisfaction and the customer’s point of view
Speaking the customer's language
Dealing with angry customers
Dealing with unreasonable customers
Video: How to lose customers without really trying
The customer is always right, even if he is wrong
Effective complaint handling to win customer loyalty and satisfaction
Getting to the root of the problem
Achieving customer satisfaction, without promising the impossible
Listening to the customer and understanding what they want
Attitude, motivation and job satisfaction
Why care about the customer?
The benefits of doing the job right first time
Choosing to have a customer-care attitude
Achieving customer focus within your team
Building customer relationships
The importance of the telephone
Taking messages and transferring calls
Professional telephone behaviour
Three stages of an effective call
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