What’s covered in this training?
You’ve probably read statistics that report that the dissatisfied customer or client tells over ten people when he or she experiences an unsatisfactory service transaction. Valuing your customer is always important but perhaps never more important than during tough economic times.
Any organisation with customers, regardless of structure or size, must concern themselves with the quality of the service their clients encounter, from the first point of communication through to the delivery of the product or service. Whether it’s relationship management, the efficiency of the product or the processing part of the transaction, maintaining the client’s goodwill is paramount.
This training provides people who are passionate about customer service with practical keys to meeting the needs of their customers. The good news is that by developing and embracing your customer service philosophy and making your customers a priority, you will also reap positive financial rewards for your organisation.
At the end of this training you will be able to:
- understand the relationships between customer service and your product, your marketing and your profit
- identify the benefits of a customer focus
- identify customers’ quality requirements, from both a technical and service perspective
- evaluate methods for communicating with customers and tracking complaints
- deal with difficult customers in a professional manner
- evaluate the role of management in customer service.
