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To help participants develop systems for ensuring and sustaining the effectiveness of service delivery and increase customer satisfaction both internally and externally.

ADVANCED CUSTOMER SERVICE

Advanced Customer Service Workshop - The Service Profit Link

Aims

To help participants in developing systems to ensure and sustain the effectiveness of service delivery.

Objectives

• Identify the critical aspects of sustaining good customer service
• Explore methods and tools for measuring service delivery
• Developing a range of appropriate service standards
• Practice problem solving and creative thinking techniques using live examples

Course content

• Review: What is Customer Care - to us as services and products?
• Buyer Drivers-Our Behavioral Options
• A Vision of your Organization’s Customer Service
• How are we doing?-Measuring Performance to Standards
• Tools to Use and Why
• Exercise: Identifying Appropriate Tools
• Handling Conflict-Conflict Resolution and Assertiveness
• Questionnaire: Our Personal Style
• Handling Objections Dealing with Service Breakdown
• A Customer Service Focus-Developing a Customer Service Charter
• Developing Service Standards
• Action Planning


email:info@britishcommunication.com

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