Series Seven: Create a Customer Service Culture
Successful service management is much more than "Putting someone in charge of Customer Service" or designing a nifty new "service slogan". Successful service management means turning the whole organization into a customer-driven business entity.
Every time an organisation performs a service for the customer, the customer consciously or unconsciously assesses the quality of that service. Everyone who comes into contact with your organisation carries around in their head a "service report card', which is used to grade the level of excellence. This means we must understand and manage the customer's "Moments of Truth".
This program is designed to create awareness, to take a fresh look at the products or service you and your company provide, and to devise appropriate actions to meet and exceed "Customer Needs and Expectations"
Course details:
* Assess your company policy on customer care by answering questions about the company, working environment, staff, methods of work, and management
* Determine the difference between the internal and external customer
* Distinguish what encourages or inhibits good customer care by identifying what stops people from giving good customer care and what helps them to be more responsive
* Map the "Moments of Truth" by listing what customers look for in an organisation and the strengths and limitations of your job function/department
* Use phone power talking to make the phone work for you, your products, services, and company.
* Solve customer problems by applying four simple steps to ensure you understand the problem and what outcome you would like to achieve
* Deal with difficult situations and handle customer complaints using the acquired skills and techniques
* Take away plan to immediately start improving your service delivery.
On completion the participants will be able to:
1. Develop meaningful and effective techniques to measure customer satisfaction
2. Understand the company's policy and identify gaps
3. Establish relationships with internal and external customers
4. Deal with difficult people and situations
5. Create positive, powerful first and last impressions
6. Master the three R's of customer service
Responsiveness, Reliability, and Recovery
7. Promote customer loyalty and repeat business by exceeding expectations
8. Commit to every customer experiencing a sense of being appreciated
9. Use the appropriate behaviour to create a climate of trust and well being
10. Establish on-going structures to adapt and improvise to suit customer needs
