Customer Service Management

DURATION: One Day

AIM

To increase customer satisfaction and enhance sales

PROGRAMME OVERVIEW

This programme develops a positive and realistic approach towards customers and colleagues leading to more effective working relationships and a higher level of customer satisfaction. This programme will enable the individual to meet the challenges of supplying the best customer service in today’s increasingly competitive market – thereby enhancing the image of their organisation as whole.

CONTENT

• 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 >> 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

BENEFITS

This programme provides delegates with an understanding of the current climate of business etiquette and the ability to take personal responsibility for new objectives to delight customers. Personal and corporate goals will be set.

TARGET AUDIENCE

For anyone who interfaces with customers - whether internal or external customers.

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.