Duration: 30 Minutes
Good customer service is not something that comes naturally to everyone and a lack of it is probably the main reason for customers to cease dealing with an organisation. But having good customer service can result in more reviews, returning customers and bigger, more frequent sales.
This course is essential for any person that has to interface with customers or clients and is so important for any organisation to thrive as it needs to ensure that the customer has the best possible experience with it. This course has therefore been designed to supply participants with the skills required to provide exceptional customer service and retain customers.
Employees are often faced with challenging situations that have to be dealt with on the spot and as well as developing skills to deal appropriately with a range of possible situations it also looks at how to handle enquiries effectively, while adding value to the customer’s experience.
Participants will gain skills that will supply them with everything they need to provide the best experience for customers and will improve their levels of service, whether their interaction is over the telephone, via the computer or face-to-face, these.
Customer Service: Course Contents
1. What is good customer service?
The first section looks at what good customer service means. Working in a situation that requires interaction with customers, by giving the best customer service gives rise to many benefits – for you personally, as well as your organisation as a whole. You have the power to make or lose customer!.
2. Communicating with your customer
This section will look at how good communication is key to both establishing and maintaining, a good relationship with customers. It will help you build rapport, establish trust and clear up or avoid misunderstandings. Most importantly, it allows you to understand exactly what your customer wants and what you can do to help them. This covers communication through the things you say and the non-verbal communication which can convey its own message to your customers.
3. Handling Customer Complaints
This section covers how to handle a customer’s complaint in an understanding and empathetic way and what you should do when emotions start to take hold. With these tips you will find that you can help most of the people, most of the time.
4. Room for improvement
Many businesses are using different forms of customer feedback, from surveys and questionnaires to mystery shoppers, to find any negative spots in the customer’s experience. But you should also reflect on your own performance and this final section looks at some of the ways both you and your employers might try to build on past success and learn from mistakes.
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