Customer Service Excellence(ILM)
Business Benefit :-
Giving good customer service is not enough to set you apart from your competition; you need to give exceptional customer service. Exceptional customer service is giving the customer what they need and learning and improving your delivery so that it stays ahead of the norm for your industry. All attendees qualify for free ILM Membership, Studying members can get a range of benefits including – Harvard Business Publishing online books, Career development Advice, Information on networking events around the UK, Edge Online a regular management magazine.
Duration 3 Days
Who should attend?
Managers and staff in a customer facing role.
Understand what customer service is
What do customers expect of us?
How should we communicate with our customers?
How customer service can keep or lose customers
Customer care policies how to create and implement
Customer care Charters what they do?
Developing a personal plan to improve your customer care
Handling complaints positively
Measuring and evaluating our processes and policies
Apply problem solving techniques in decision making
Understand team dynamics to improve customer service delivery
Your role in improving the teams performance
Day 1 Customer care in action
Customer Care v Customer Service
What are Customer Expectations?
Building Rapport & Gaining Attention
Effective questioning skills
Lost customers whats the cost?
Day 2 & 3 Implementing Customer Care policies and procedures
The importance of a customer care policy
Developing a Customer Care Charter
Identify what makes customer care count
Handling complaints effectively
Measuring customer satisfaction
Problem solving and decision making techniques.
Identify ways of implementing change in response to customer needs
Monitoring of Customer care polices
Empowering Teams to Improve customer Service
Plan and organise development of customer care staff