Customer Service - Handling Customers Professionally

A foundation for understanding the principles, attitudes and skills essential for delivering an exceptional customer experience, to gain, maintain and grow existing relationships.

Objectives

By the end of the course delegates will be able to:

• create a positively memorable service experience
• find ways to manage customers’ expectations and where possible to exceed them
• recognise the significance of good and bad service on customers’ loyalty, and company’s reputation
• fine tune the ability to turn around customer complaints and dissatisfaction
• develop a framework for saying ‘no’ constructively, and giving ‘bad’ news

Contents

• meeting and exceeding customers’ expectations
• the service balance: competence and care
• building customer relationships and loyalty
• the internal customer service links
• projecting a professional image face-to-face, on the phone and e-mail
• customer service behavioural styles and their consequences
• the 8 A’s formula for handling complaints
• best practice for saying ‘no’ constructively, and giving bad news

Suitable for

Frontline and Support Staff, whose actions can have a significant impact on a company’s reputation and customer satisfaction.
£449 + VAT (2 days)

2012
Jan 23/24
May 10/11
Sep 12/13