Customer Service to Customer Enthusiasm

Customer service is the most powerful sales tool a business can have. It costs nothing to buy, takes little to maintain and leaves competitors reeling. When customers are treated well, they buy more and they tell others.

Unfortunately, many organisations spend heavily on advertising and marketing, and then work as hard as they can to drive customers away by giving them poor service. As one person said, we’ve entered a service economy, and the only thing missing is service.

In this training programme, you will learn how to ensure that all your customers:

  • come in contact with staff who listen and show an interest in what they want
  • find solutions that meet their needs
  • feel they have been understood

You will learn strategies you can use immediately with all your internal and external customers.

OBJECTIVES:

  • To adopt a consistent, committed, caring attitude towards customers and customer service
  • To increase the frequency of positive customer interactions
  • To acquire skills that build enthusiastic customer relationships
  • To learn a problem-solving approach for difficult customers
  • To learn a process that increases the long-term loyalty of customers

SAMPLE PROGRAMME OUTLINE

CREATING A FOUNDATION FOR CUSTOMER SATISFACTION

  • Value of your customer
  • Service versus satisfaction
  • Critical customer needs
  • Paths to customer satisfaction
  • Tools to keep yourself energised, motivated, and positive

GOING BEYOND CUSTOMER EXPECTATIONS

  • Levels of service
  • Ways to exceed expectations
  • Keys to customer rapport
  • Strategies for being better than the competition

GETTING CO-OPERATION FROM CUSTOMERS

  • Barriers to co-operation
  • Secrets to getting more co-operation
  • Seven skills of co-operation
  • Colleagues as customers

DEALING WITH DIFFICULT CUSTOMERS

  • Reasons customers complain
  • Complaints as presents
  • Professional versus personal responses
  • Steps for solving problems
  • Words that annoy customers
  • Ways to repair damaged customer relationships

USING CUSTOMER FEEDBACK

  • Quality service standards
  • Feedback that improves service
  • Approaches that build loyalty