Customer Service Excellence

To develop, maintain, and expand business, companies must satisfy a complex array of client needs. It can be difficult for many companies to adequately respond to these needs in an environment shaped largely by uncontrollable external forces.

These forces include existing competitors seeking a larger “piece of the pie,” new entrants into markets, product innovations, and increasingly insistent calls for improved quality and reduced prices. These, as well as and other factors, create new and more sophisticated demands on your internal support groups.

By attending our course you will gain valuable insights into client concerns, with an emphasis on service and quality. We help you understand how to handle inquiries and/or complaints in ways that create improved, lasting relationships with clients. You’ll discover how to promote positive “chemistry” between your company and your client by recognising and responding to the needs of each individual, depending behavioural styles.

This course will help learners to:

• Learn how-even in the face of doubt, misunderstandings, and objections-to respond appropriately to the emotions of clients or co-workers; then develop facts, and recommend value-building solutions
• Acquire techniques for seeing issues from clients’ perspectives, creating value-adding options for clients, and making sure clients recognize the added value they are getting
• Learn how to gain agreement from clients and reinforce mutually satisfying long-term relationships
• How your attitude impacts on your clients perceptions
• Think on your feet – Use your initiative

Throughout this highly interactive course there are opportunities to practice and test the skills you are learning.

• What is customer care
• What impresses you and why
• What are your customers getting
• Foundations for excellence
• Listening and questioning skills
• Effective Communication
• Call Structure
• Dealing with difficult callers
• Directing the call
• Gaining respect
• Establishing Trust
• What our clients think of us
• Internal information
• Closing techniques
• Evaluation
• Action planning

Want this course tailored to meet your exact needs?

Contact us for a bespoke detailed course outline, or to arrange a no obligation meeting.