Customer Service Excellence
Course Info
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Course Details
Introduction
Objective
Who should attend
Course Location
As competition continues to grow unabated, price and quality no longer assure the deal. Worse still, customers who do not receive quality service levels are turning their backs on companies in droves and telling their friends about it!
Organisations must therefore add value to the experience everywhere they can in order to differentiate themselves from the competition. Delivering great customer service is a highly effective method of achieving this whilst being relatively simple to implement and cost-effective.
Achieving Customer Service Excellence is an extended mechanism and can be attained with continuous efforts and teamwork only.
Customer Service Excellence training is designed to provide delegates with the professional communication skills and knowledge required to create a base for continuous improvement of the business. The course enables the delegates to deliver world-class customer service excellence in their organisations by implementing best practices.
Course Outline
The world of customer service excellence
- Excellence in customer service and what it resembles.
- Distinguishing how excellence in front-line customer service is delivered and controlled.
- Evaluating the quality of the service that you offer.
- Concepts of customer care and the customer decision procedure.
- Models for managing customer care.
- The psychology of customer care – an outline.
- Managing criticism, controlling anger and aggression.
- Comprehending what your customers say about you and your organisation.
