Forward-looking organisations believe that having satisfied customers often determines whether an organisation will have a competitive advantage or not. A reputation for outstanding customer service is a tremendous competitive advantage, but also one that is very difficult to attain.
Customer service requires the daily interface of employees and customers. It is in these ‘moments of truth’, where employees and customers meet in the real time delivery of a service, that successes and failures are measured.
To meet the objective of satisfying customers’ needs and even exceeding them profitably, the organisation must first discover and understand what customers expect and must then design, organise and operate their businesses so as to meet these expectations.
The workshop will enhance participants’ skills for winning and keeping customers, and define quality service for continuous quality improvement. It will enable participants imbibe good interpersonal skills to deal with customer complaints and manage such to sustain customer satisfaction and loyalty.
- Basics of Customer Service
- Understanding Customer Needs
- Customer Relations
- Customer Service Skills
- Communication Skills
- Managing Customer Complaints for Retention
- Building Customer Loyalty
- Measuring Customer Satisfaction
Duration: Two days