COURSE OVERVIEW

80% of this course is hands-on practical sessions where participants will be engaged in a series of interactive small groups, class workshops and role-plays. 

As markets shrink, companies are looking to boost customer satisfaction and keep their current customers, instead of spending additional resources to pursue new customers. In fact, since finding new customers can cost five to eight times as much as holding onto current customers, many companies increasingly understand the importance of achieving excellence in customer service. 

This course will equip participants with the necessary competence and "mindset" to consistently meet and, at every possible opportunity, exceed their customers' expectations. It covers the managing service and excellence; the cycle of service and the customer driven person; managing effective customer relationships across all levels and types of customer service; meeting needs and considering all aspects related to quality and time of delivery, emphasizing aspects related to service communication; develop the ability to accurately analyze and handle customer complaints; and recognize the aspect of excellent record of integrity and business ethics. 

 

During this interactive course, participants will learn the importance of customer service in a competitive environment; the vital role internal customers play and show that their satisfaction is key for the success of an organization; the techniques of managing customer expectations and delighting customers; providing better, faster service and increase customer satisfaction; and the early signals of customer irritation and responding appropriately in order to quickly find a workable solution to the problem.