Customer Service Course

About the Course

The program provides strategies and techniques for identifying customer needs, analysing these needs in terms of the capability of what you can deliver and designing the best solution to meet the customer needs. In addition the program reviews effective ways to segment the customer market and analyse services and products in terms of their life cycle.

Course Objectives

• Define internal and external customers as they apply to the team and the organisation
• The customer value chain - understanding the key elements of customer retention
• Understand customer needs and expectations - ask appropriate questions and document outcomes
• Features and perceived benefits of products and services - how to promote and market appropriately
• Market segmentation - strategies that work
• Importance of outstanding customer service - the impact on the business and the overall key performance areas
• Is the customer always right? Dealing with 'difficult' customers and managing conflict
• Manage customer relations - every team member as a customer service champion
• Identifying and agreeing customer service processes and specifications
• Customer service KPIs as part of the overall team and organisational priorities
• Optimise buy-in from your team for your customer service focus and goals
• Monitor customer service delivery - create an audit trail
• Initiate, analyse and collate customer feedback and ensure that it becomes part of the knowledge management system
• Customer service improvement as an on-going issue
• Customer service problems and issues - strategies to approach them
• Coach and mentor your team for customer service

Ideal for

Any frontline manager who needs to deal with customer service issues as part of their function and who needs to enhance and develop their ability to deliver world-class customer service. To make an enquiry please click here