Customer Service: Delighting Your Customers

Date: 17th Sept 2021  / ADMISSION: TBD

Webinar Overview

Overview 

Investing in customer service training is a guaranteed way to help employees and customer service agents/advisors learn critical skills which in turn helps organizations reach their goals. It reinforces learning to protect training investment, improves service quality, keeps costs in line with budget, and drives employee satisfaction. This will yield customer satisfaction and retention with the effect of breeding potential customers.

Learning Outcome

  • Inspiring staff to high performance 
  • Productivity and quality measures clearly defined and communicated 
  • Employees working towards clear team and individual goals 
  • Outstanding performance identified and recognized 
  • Performance issues identified and corrected 
  • Service quality improved, service levels met 
  • Happier employees, happier customers 
  • Successful organization 

Outline

Understanding Your Customers Role in the Growth of Your Business 

  • Knowing and understanding targeted customers 
  • How to focus on the customers business problem
  • Aligning business solutions with customers evolving needs
  • Designing your marketing programs to address what your customer cares about

Developing Soft Skills 

  • Good communication; building rapport
  • Effective listening skills
  • Knowing and understanding your customers
  • Maintaining control and empathy
  • Establishing customer needs
  • Defusing difficult customer emotional responses
  • Negotiation skills
  • Problem solving skills
  • Feedback and Closing

Improving Your Customer Service Skills 

  • Bench-marking customer service standards 
  • Analyzing customer feedback
  • Tracking and analyzing errors and complaints
  • Action plan
  • Rewarding excellent customer service
  • Future development plan

Benefits of Excellent Customer Service 

  • Increased sales/profit – existing and potential customers
  • Customer retention/loyalty – repeat customers
  • Business reputation – enhanced public image
  • Building an effective workforce
  • Creating niche – differentiating from competitors
  • Improved employee morale
  • Continued operations
  • Advertising expenditures
  • Building rapport/ trust

Team Building 

  • Developing team building culture 
  • Effective communication
  • Knowledge sharing

Understanding the Impact of Bad Customer Service 

Discuss real-life impacts bad service quality has on both the organization and its customers. 

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