Managing Customer Service

DURATION: Two Days

AIM

To increase customer satisfaction and enhance sales.

PROGRAMME OVERVIEW

This is a highly interactive programme where delegates are encouraged to put learning into practice in role play situations. Participants will gain a sound appreciation of the importance of customer care by viewing real life situations and will see the damage done by getting it wrong. The programme centres on creating and living a vision to achieve service excellence. A must for anyone involved in delivering high levels of customer service internally and externally.

CONTENT

• Aims and objectives
• The benefits
• The importance of customer service
• What makes good customer service?
• The hidden costs of poor customer service
• Objective setting
• Developing a vision for your department
• Sharing a vision
• Empowering people
• Motivating employees
• Using a positive approach
• Reward and recognition
• Empowerment
• Effective delegation
• Maintaining consistency
• Managing systems
• How to make sure a policy does not become more important than a customer
• Complaints procedures
• Anticipating needs and providing information
• Evaluating customer service - using the information profitably
• Complaint handling
• How and when to intervene
• Repairing damage - winning the customer back
• Monitoring and following up complaints
• Identifying development needs
• Preparing ongoing training sessions
• The value of product training
• Cross training staff.

BENEFITS

By the end of the workshop, participants will be able to:
• Maintain professional and consistent customer service
• Motivate and support staff

TARGET AUDIENCE

Anyone who interfaces with customers internally and externally.

To find out more information about any course or programme, you can email us at info@completepeople.com, use the 'Find out more' link above, or call us now on 01329 888180.