Outline the principles of excellent customer service
Identify their internal and external customers, their needs and concerns
Plan to identify their customers’ expectations, and how they are going to meet them with promises that are going to be kept
Identify the communication skills needed for excellent customer service and have an opportunity to practice these skills
Handle complaints and difficult customer experiences
Expectations, promises and delivery of service
Seven Key Elements of Customer Service
Phone & Electronic Customer Interactions
Dealing with difficult situations
Sales training is incomplete if we do not address the issues of Customer Service as part of the program.
Customer service is one of the most visible and significant aspects of organizational performance. However many organisations ignore this aspect of management and don’t even have a Code of Practice for this key aspect or relationship management.
Yet even the quickest thoughts about our own experiences will make clear the vital role Customer Service plays in our own evaluation of the worth of doing business with some organisations. We have all had opportunities to ‘dine out’ on stories of really poor examples of Customer Service.
One of the great examples of customer service leading to business improvement is the transformation of the SAS airline from a loss making to a leading position under the management of Jan Carlzon. He summed up his approach memorably.
More than that, there is even a sound argument that the role of Managers is solely to remove the barriers that prevent staff providing exceptional customer service.
Call us to discuss how we can help you improve the delivery of service to your customers so they are delighted with their ‘moments of truth’ with you.
We can even help you uncover how to recruit for outstanding customer service.