EXCELLENT CUSTOMER SERVICE
This course will be useful for learners who deal with the public, customers, internal and external clients, intermediaries, learners in call centres, walk-in service centres, enquiries counters and marketing and learners who communicate with customers either telephonically or face to face.
Unit 1: Explain the principles of impressive customer service in the context of a specific industry and organisation
- Current theories of customer service are researched in order to identify trends.
- Case studies are analysed to identify instances of impressive customer service.
- Case studies are analysed to identify instances of unacceptable customer service and suggestions are made as to how each situation could be handled differently.
- The implications of poor customer service are explained from the point of view of the individual, the customer and the organisation.
- The consequences of non-compliance with an organisation's policies and procedures in dealing with customers are explained with examples.
Unit 2 : Apply knowledge of personality styles to respond appropriately to a customer
- Different personality styles are investigated in order to understand interpersonal behaviour.
- Anticipated behaviour is explained for selected personality styles and scenarios and an indication is given of how to respond appropriately in each situation.
- Ways of overcoming objections or obstacles are demonstrated for at least two personality styles.
Unit 3: Analyse information in order to provide customer service
- Information that is needed to address a query is gathered and analysed to determine an appropriate response.
- Background, industry, organisation and product knowledge are applied to a situation to ensure a comprehensive response.
- The information is presented to the customer in the appropriate language, format and style.
- The consequences of providing inadequate or incomplete responses to queries are explained with examples.
Unit 4: Suggest innovative solutions to respond to queries and improve customer service
- The conventional responses to frequently asked questions are analysed and suggestions are made as to how the responses could be improved to enhance customer satisfaction.
- The concept of ownership in customer care is explained with reference to the benefits of ownership to the individual, customer, and organisation.
- An organisation's customer service-related policies and procedures are analysed and suggestions are made for possible adjustments or improvements.
Unit 5: Manage client relationships to retain customers
- Reasons, why an organisation would actively attempt to retain customers, are identified for a specific organisation.
- The concept of customer loyalty is explained with examples.
- Ways in which an organisation actively attempts to retain customers are analysed for three different organisations.
- The cost implications of customer management are explained with examples.
- Duration: 1 Day
- Delivery: Classroom
5 Day Courses: Participants will receive a SpecCon Holdings certificate upon completion of all courses.
1 Day Courses: Participants will receive a SpecCon Holdings certificate upon completion of this course.