All too often most attention in a company goes into securing new customers.

Yet all the data shows that selling to new customers can be much more costly than supporting and selling to existing customers.

However to provide outstanding service requires:

• A commitment by senior management
• A customer service culture throughout the business.
• Individual skills to recognise your real customers and deliver outstanding service.

This course will help you raise the awareness of customer service in your business and will help delegates gain the skills to deliver exceptional customer service.

We provide this course as in-company course. Click here for in-company course pricing.

Course Brochure

Click here for a pdf copy of the course brochure.

Alternatively read below for full course information...

Course Aims

You will learn :

• How to Identify:
  • Who your customers are
  • What they need from you
• How to manage relationships with customers
• How to benchmark your level of customer service
• The attitude, skills and knowledge that you need to deliver effective service
• How to deliver quality services
• The importance of listening to customers
• The right questions to ask customers
• Where you fit in the customer service cycle
• How to handle difficult situations with customers
• How to deal with complaints

Course Content

• Session 1 - Who are your customers and why you should care.
• Session 2 - How do you measure customer service.
• Session 3 - How to deliver improved customer service.
• Session 4 - Putting it all into practice.

Course Structure

Our workshops are lively and interactive. We make sure that you have an opportunity to relate our teaching to your practice.

We will send you a pre-course questionnaire to make sure that you get what you need from the day.

Course Schedule

Session 1 - Who are your customers and why you should care about customer service

In almost every relationship at work we are either a supplier or a customer. But do we recognise who our customers are and what services we provide for them?

Delegates are encouraged to share their own experiences of good and bad service.

As companies grow strategies for customer service will also develop through a number of stages. We help you examine the stage your company is at and what it means for your business.

Topics in this session include :

• The benefits of excellent customer service
• Examples of outstanding service
• How to Identify:
  • Who your customers are
  • What they need from you
• The importance of both internal and external customers
• Stages in development of customer service
  • What stage is your business at ?

Session 2 - How do you measure customer service

Unless you have some way of measuring customer service it’s hard to see if it is really improving or deteriorating. This session will help you choose the best way to measure customer service in your business

• How to benchmark the effectiveness of your customer service
• Measuring :
  • Customer satisfaction
  • Product / service satisfaction
• Where ISO/9000 quality systems can help or hinder

Session 3 - How to deliver improved customer service

For your business to deliver improved service there are a range of important skills needed by everyone in the team . In this session you’ll develop your customer service skills.

Topics include :

• The attitude, skills and knowledge that you need to deliver effective service
• The importance of actively listening to customers
• Assessing your customers’ preferred communication style
• The right questions to ask customers
• Phone calls - incoming and outgoing
• Body language and voice
• Vocabulary and clarity
• Solving customer problems

Session 4 - Putting it all into practice

In this session we bring all the pieces together and look at the typical problems that might arise in putting your skills and procedures into practice.

• Where you fit in the customer service cycle
• Where and how computer systems can help.
• Handling difficult situations with customers
• Dealing with complaints
• The role of letters to customers
• The top 4 reasons for failure in delivering customer service.
• The top 4 principles adopted by other companies who have succeeded.