Customer Care
Customer Service Training - Customer First
You are competing with more organisations than ever before, so why would customers choose you. Whilst price is a factor, customers consider their experience is often more important. Customers think more carefully about where they spend their hard earned cash. This interactive Customer Service Course maximises the opportunity for them to pay you and your team’s wages.
Customer Service Training – Content and Learning
Your people will become ambassadors for your brand and feel passionate about what they do.
They will take on a new approach to their job by understanding what your customers want and customising their experience.
They will learn:
- How to identify and then manage ALL the Moments of Truth that exist in association to your organisation.
- The emotional impact of positive and negative customer experiences and how to use these reflections to best enhance your customer’s experiences.
- How to meet and greet using the Profriendly approach.
- The differences between satisfiers and delighters, and recognise areas within your organisation where you can go beyond the basics.
- That actively seeking complaints gives you opportunities to further enhance your customer delight.
- How to handle and resolve complaints with Confidence and Assertiveness.
- That Internal Customers are just as important as External Customers and how to work best together.
- How to choose the RIGHT ATTITUDE to serve people with PRIDE.
- That serving people is one of the BEST jobs in the world.
Customer Service Training Outcomes
You will see a marked improvement in Internal Customer Delight reducing and even removing departmental silos enabling interdependence and cross functional working for the benefit of your External Customers.
Use your Customer Charter/Pledge to advertise to your customers and potential customers the positive experiences they can expect when they work with you.
Complaints will be managed with confidence and assertiveness.
People will take OWNERSHIP of delighting Customers.
You will build a lasting positive impression based on your reputation for exceeding customer expectations.
Negative experiences will be converted and complaining customers will become life long fans.
Customer Service Training Outcomes
You will see a marked improvement in Internal Customer Delight reducing and even removing departmental silos enabling interdependence and cross functional working for the benefit of your External Customers.
Use your Customer Charter/Pledge to advertise to your customers and potential customers the positive experiences they can expect when they work with you.
Complaints will be managed with confidence and assertiveness.
People will take OWNERSHIP of delighting Customers.
You will build a lasting positive impression based on your reputation for exceeding customer expectations.
Negative experiences will be converted and complaining customers will become life long fans.
Who will benefit
You service a car or a washing machine not your customers. Yes you provide a service, but that’s a given these days.
Customer Care tends to focus on particular cultures and doesn’t transfer to all.
What you should be aiming for is Delighting your customers so they not only enjoy their experience with you but that they want to repeat this and they are willing to actively promote your organisation.
Let’s face it if you wanted to find say a plumber, or an accountant would you search the internet, or ask someone you trust?
Why would they trust you?
This interactive learning programme is aimed at anyone who affects the customer in your organisation.
Whether customer facing or working behind the scenes EVERYONE has an impact on your customers.
They need to understand and appreciate this.
Delivery and Cost
Like many of Expressions provisions, this programme is designed for each specific organisation with clear desired outcomes at the centre of the delivery. Please contact us to arrange a meeting to discuss your specific requirements so we can help you improve your performance.