Creating a sustainable competitive advantage in your business or department can be a costly exercise if you focus on products or service rather than delivery.
In this course, Start Improving Customer Service, we take a fundamental look at what makes for good Customer Service, ways to implement a strategy into your team, and how to measure your success.
In this course you will learn:
Personal Benefits of Providing great Customer Service
Presentation, content, style and purpose of communication
How to Build Relationships
Creating great work and great Colleague relations
Common Causes of Complaints
Ways and Methods of Measuring your and your teams Successes
Some of the learning is brought to life through demonstration of the application of the models and there is a range of supporting resources to help you on your journey of growth as a professional interviewer.
30 Day Money Back Guarantee: Try this course for 30 days risk free. If you don’t find the value in it for you, then you get your money back no questions asked.
Learn this key skill in business and management today and start to build the team around you that will carry your future successes with Customers who promote you every chance they get.
Who is this course for:
Front line Managers or Supervisors who are new to customer service or currently feel they lack the skills or confidence.
Small Business owners looking to grow their business and need a sustainable competitive edge.
Anyone interested in Customer Service but with limited knowledge on its parameters
An insight into the need for customers service and the personal benefits to you
Exploring the need and use for good Customer Service as a Unique Selling Point (USP) of the business or organisation
It's not just the services and products of your business that customers buy, it's also about experiences. Get that right and you build repeat customers.
Good Customer Service is not about not getting any complaints, it's about meeting the customer need.
The Personal Skills and attributes required to deliver great Customer Service
Personal Tips on how to create customer service excellence
Giving attention to the details and making small adjustments are key in creating a customer service experience.
What the customer needs from you and an introduction to Communication, the central part of Good Customer Service
A recap of the learning from section 1
Listening skills and barriers to be mindful of when dealing with customers and customer service.
The importance of developing relationships in the customer service journey and the tools to help
An introduction to the first two elements of written communication
The final two elements of written communication to create effective Customer Service relationships across the Network.
How Technology can make the customer experience a lot better, or a lot worse
As one of the most commonly used forms of Customer Contact we explore the best practice for creating a memorable experience for all the right reasons
You will be able to identify and eliminate common issues on Customer Service that can cause customers to complain.
Covering the common causes of complaints in relation to customer service and initial ways to start handing the complaint and managing the customer
Exploring how to manage a customer who feels they have not received the service they expect as a customer with a complaint about a product or service.
How to manage the challenging behaviour of Customers who feel they are in the right when they turn to abuse. Also some techniques for managing stress.
An over view of the learning from Complaints into Opportunities
Looking at the combined roles and where everyone makes a difference to the end user.
Identifying the network that helps to support the customer service element of business and how to strengthen the chain to reduce complaints and upset for customers and colleagues.
How to pass work along the internal and external communication chain in a professional manner that will limit any negative impact on the customer experience.
Review of the learning from this section.
How to set realistic standards for Customer Service and how to implement measures to ensure you know it's working and not causing the team to focus on the wrong things.
Looking at some different external measures to ensure you are achieving customer service satisfaction and not just setting up meaningless standards
How to look at implementing the learning from this course and ways to continue to improve your customer service