CUSTOMER SERVICE TRAINING
A one-day workshop that will heighten participants’ focus and excellent customer service and achieving it through their people. The approach will be highly interactive and will include of activities, feedback and theoretical input. The day will draw on current issues and concerns of the group.
The importance of customer service
Customer service as a key driver of business success in the form of future cash flows, reputation, brand value and other key intangible assets.
What is customer service?
The importance of not only meeting, but exceeding expectations, dealing with complaints and taking responsibility.
Learning for best practice in different sectors
Customers judge you not only in terms of their experience of your competitors, but of all the service they receive. Learning from best practice research across all sectors and identifying the critical aspects of customer expectation
and service.
Measuring and monitoring customer service
How to measure levels of customer service. How to place these metrics at the heart of a programme to monitor and improve service as an on-going process
The link between employee engagement and customer service
How to achieve excellent service through staff. How to use customer data to motivate employees.
Participants will leave with:
Heightened focus on customer service
Understanding of best practice in customer service
Practical tools to measure and monitor customer service
Practical do’s and don’ts of how to develop excellent service through staff