Customer Service Excellent
HPEP06 – CUSTOMER SERVICE EXCELLENT
Customers have increasingly high expectations about customer service and make buying decisions based on the service they receive. In order to stand out from the competition, the service you provide to your customers must be second to none – and will be measured at every “moment of truth”. Plenty of businesses today recognize that significant competitive advantage can be gained through a focus on delivering customer excellence. There is a proven correlation between customer satisfaction, loyalty and profitable sales performance. Improving your customer’s levels of satisfaction will drive repeat purchase and customers will refer their family and friends. Customer Service Excellence training prepares your frontline service staff to communicate effectively with a diverse range of customers and colleagues and learn to provide excellent service whilst applying the organizational service system.
At the end of this program, the participant will be able to:-
- Develop their self-confidence, pride and have a sense of purpose whilst carrying out their daily responsibilities.
- Have an understanding on their customer needs and expectations
- Enhance their communication skills
- Manage their emotions when dealing with difficult situations and various customer personalities
- Handle complaints effectively and initiate service recovery
- Promote customer loyalty.
Concepts and background information are presented through group exercises, discussion and activities creating an environment that facilitates accelerated learning and application. The trainer will facilitate discussion of real issues and challenges that the participants face at work.Each activity will be thoroughly de-briefed to link the learning to real life situations.
WHO SHOULD ATTEND
Management and executives