Customer service is not just about how you handle a transaction, it is about a relationship with people who are an essential part of everything you do. When we ask organisations to relate their goals and objectives, they conventionally involve growth and profitability. We will show delegates how and why profitability and customer service are intertwined. This training will show managers how to analyse their areas and identify ways to develop sales through improving customer service.
As an example only, we have previously covered:
How to get people in the front door because of excellent products
and prevent them leaving the back door because of poor customer service. Identify where & how
you are failing, plus where you are succeeding. If problems occur, how to deal with them quickly and effectively
to help and not hinder the customer. How to transform complaints into valuable customer feedback. How to ensure your team understand that they are accountable for
some part of the end result and understand how their actions matter. How and when to encourage individuals to make decisions and take
action in order to give the customer what they want. How to identify and set service level standards. What image you want to portray and what essential qualities you
need. How to build a successful and winning customer focused team. How to monitor and measure team’s performance.