“There is only one valid definition of business purpose: to create a customer!” Modern day customers demand a high standard of competence and service. Customer Service is a vital part of any business and can ultimately be what either makes the business a success or marks it as a failure. Good service is no longer good enough: Pursuing service excellence is the key.
Read, Write & Understand English
English
Course is facilitated by a competent subject matter trainer, who utilises a combination of the following techniques to ensure that the session is practical and experiential: Discussion; Role Play; Exercises & Case Studies; Videos/DVD’s; Games, Slide Shows & Written Questions.
Everyone who deals with customers either face to face or telephonically
1 Day
Module 1 | What is Customer Service? Why is Customer Service Important? Show Customers they are Important Show Willingness to Assist Show Empathy Show Appreciation Eleven of the Most Important Customer Wants & Needs Understand the Service Success Loop (Employee Satisfaction & Retention Customer Satisfaction Customer Loyalty Business Success) Personal Needs of Customers (Enhance Self-Esteem Listen & Respond with Empathy Involve the Customer) |
Module 2 | Approaching Customers (Service Approach Personal Approach Merchandise Approach) Ask Questions (Open & Closed Questions) Practical Needs of Customers (Acknowledge the Person Clarify the Situation Meet or Exceed their expectations Confirm Satisfaction) |
Module 3 | The Importance of Product Knowledge Understand Features, Benefits & Advantages Know the difference between a Talker and a Walker How to Turn Walkers into Talkers (Hear them Out / Empathize / Apologize) Take Responsibility for Action Fifteen Service Skill that Every Employee needs |
Module 4 | Types of Objections (Price Objection Merchandise Objection Delaying Objection) Ask Questions Respond to Objections Offer Better Value (Under Promise and Over Deliver) Add a Unique Dimension |
Module 5 | Understand the Concept of Quality Satisfy the Customers Perceptions of Quality Exceed Expectations How to Make your Customers Feel at Home |
Module 6 | Don’t Neglect your Customers New & Existing Customers Inform Your Customers Motivate Your Staff The Link between Staff & Customers Develop your Uniqueness as a Person & as a Company Define your Uniqueness |
Module 7 | Provide Consistent Service (Dress the same / Behave the Same / Offer the Same) Own & Duplicate the Experience Deliver the Same Result Every Time How to Deal with Ten Specific Customer Situations |