Purpose:

To provide the delegates with the knowledge and skills needed to build lasting customer relations based on understanding customer’s service needs and developing service strategies for success.

Outcomes:                     

 At the end of the programme, participants will be able to:

•             Build and maintain strong customer relationships by understanding and applying the core components involved in delivering service excellence

•             Identify and analyse personal customer profiles so as to be able to provide the appropriate service focus

•             Understand the difference between service focussed and non service focused companies

•             Identify the external and internal factors affecting service and develop strategies to overcome them

•             Conduct customer service surveys using both quantitative and qualitative data

•             Set, measure and assess service standards within the organisation and in conjunction with the service team

•             Understand the factors affecting attitude and the impact it has on providing service excellence

•             Asses their company and personal image and understand the impact it has on providing service excellence

•             Use the principles of assertive communication to positively interact with customers

•             Manage conflict situations with customers and co-workers appropriately

•             Develop team building strategies to enhance the level of customer service offered

•             Manage customer complaints effectively by adopting the critical steps for handling complaints

•             Provide added value by understanding customer needs and profiles