Delivering Superior Customer Services.

Duration 2 Days.

About the Programme.

In an age of fierce competition, reducing margins, and an unsettled economy, Superior Customer Service is a key competitive advantage. How many times have you personally experienced terrible "customer service?" Can you honestly say that this is not happening in your organisation?

Here are some facts. When a person has a negative customer service experience, they on average tell 20 people, who in turn tell on average another 10. If they receive superior customer service they tell on average 10 people who in turn tell a further 10. It is obvious from this how damaging it could be to your business if Customer Service is an issue. However what is even more interesting is that research found that only 1 in 10 people complain, so you can take it that for every one complaint you receive there are about 9 others who are vowing never to business with you again without even telling you! Therefore one of the critical differences of superior customer service is that complaints are encouraged, welcomed, and dealt with professionally and efficiently. However in order to deliver this you need well trained and motivated customer service teams.

We at MinidSolutions have structured a customer service programme that will address this and many other customer services issues, from managing time to accelerated learning of key product knowledge. By doing this course your customer service teams will be better equipped to face all the challenges in an professional way thus communicating to your customers only the highest standards from your business.

Programme Contents.

• The learning cycle.
• Personality types.
• Dealing with the public.
• Dealing with difficult customer. Dealing with customer complaints.
• Being assertive.
• How to deliver excellent customer care?
• How do we overcome the barriers to goal setting?
• Managing your time effectively? How to manage your day.

What you will Gain

Your teams will gain an understanding of the basic skills they have to master to become excellent in business. By focusing on theses skills and mastering them they will be able to deliver a professional and excellent service to your customers. This will lead to increased levels of customer satisfactions, and increased levels of business.

Your customer service teams will learn how to be appropriately manage their time, leading to less stress on their part and increased efficiency for the organisation and higher levels of satisfaction for your customers.

Your customer service teams will have greater confidence to face any to the challenging business issues they face on a daily basis as a result of this course.

Your teams will learn the importance of customer service in business, how important it relates to your business vis-à-vis your competitors.

Training Methods.

• Instruction on best practice.
• Workshop approach.
• Group discussion.
• Action learning.
• Dedicated Workbook.