What makes customers keep coming back
again and again? Customers come back because they are
satisfied with the overall service they experienced.
Yet it's surprising how few people and organisations
have mastered delivering consistent service excellence.
Have you experienced exceptional customer service?
Wasn’t it a memorable experience and wouldn’t
you recommend that business to your friends and colleagues?
The key to customer service success is the “know-how”
in dealing with any customer in any situation. Understanding
the true needs and core value of your customers gives
you the edge and creates more satisfied customers.
Learning how to create a memorable experience for
your customers is more valuable than the product or
service they purchase. You will easily attract customers
if you are prepared to invest time in developing your
customer service skills.
Excellent customer service is crucial to any business.
The saying is true, that “if you are not providing
exceptional customers your competition will”.
Mastering your customer skills will enable you to acquire
customers for life and customers are the lifeblood of
any enterprise.
This Customer Service training informs, inspires and
motivates your people to implement world class customer
service (based on the International Customer Service
Standard ICSS: 2003-2006).
On completion of the program participants will be
able to:
- Create a reputation for reliability by fulfilling
their promises to customers
- Build trust with customers by informing when a
promise cannot be fulfilled
- Surprise and delight customers by under promising
and over delivering.
- Actively look for ways to go the extra mile and
exceed customer expectations
- Understand that neutral or indifferent service
loses customers, creates dissatisfaction
- Make eye contact and smile when face-to-face with
a customer.
- Answer the telephone in a standard way and with
a smile
- Understand each customer is worth the sum total
of all transactions over time
- Recognise every customer touch point is a ‘moment
of truth’
- Enhance each customer interaction with friendliness
and go the extra mile
- Respond to customer requests with a sense of urgency
- Understand that all businesses are in the ‘relationship’
business
- Appreciate how their individual effort counts towards
the success of the organisation
- Always welcome a customer with friendliness and
a willingness to serve
- Seek ways to continuously improve
- Capture suggestions for improvement from customers
- Actively listen to a customer with a complaint
- React to a complaint as an opportunity for service
recovery and to improve systems
- Have standard ways to resolve common customer problems
- Have the knowledge, skills and desire to resolve
a customer’s inquiry or problem on the first
call.
- Take ownership of a customer problem; follow it
through to resolution, and follow-up to confirm the
problem is resolved to their satisfaction
- Remember to use ‘please’ and ‘thank-you’
and offer world-class courtesy
- Attract customer compliments that are recorded,
recognised and rewarded
- Create a positive reputation for their department
/ organisation
Enjoy their work more, so customers can feel the ‘love’
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