principles of customer service

Principles of Management and Leadership The ability to make a customer feel special, individual and important is what customer service is all about - to leave them thinking, "I feel good about dealing with these people". In fact, if your customers are not regularly telling you they are impressed and recommending you to others, then there should be cause for concern!

This can only come from an individual and corporate attitude of mind that says, “I want to make every customer experience exceptional”. This differs from those who don’t have any policy at all and those who merely set customer satisfaction as a goal (which suggests a rating of OK, or 5 out of 10).

So, it is less about techniques and more about attitude. Less about perfection, more about how you deal with those inevitable occasions when it isn't perfect. In today's competitive world, with companies offering similar products, services, quality and prices, personal customer service is the primary differentiating factor and the key to winning, keeping and developing business.

This coaching is different. We look at real people, real situations and provide practical advice from coaches who have worked in customer service themselves.

The whole coaching programme is built around understanding excellence, committing to it and delivering it to produce measurable improvements.

Structure:

We usually recommend four sessions to create the discipline of application and report back, plus the gradual development of attitude, knowledge and skills.

Available on an in-house basis only, the coaching is tailored to address the particular issues facing your team, so it is directly relevant and applicable.

Each session is usually 3.5 hours long, starting at 8.30am, 11am, or 4pm, to suit your team.

Course Content:

Defining World Class Customer Service:
Evaluating changing customer expectations Identifying the key factors of customer service Where you can make a personal difference The need to be exceptional Above and beyond the call of duty	Identifying priority areas to improve Avoiding merely satisfying customers Developing consistent service quality Benchmarking against perfect customer service Competitive edge

Customer Service Skills:
Handling problems and complaints Dealing with emotions Developing sales opportunities Pro-active and re-active selling Choosing the right method of communication Time management	Creating customer value Needs analysis Making recommendations Listening skills Identifying and avoiding communication problems

Customer Service Attitudes:
The true value of the customer service role Reducing barriers to good teamwork Building team spirit and motivation Developing better relationships with customers Taking ownership	The power of enthusiasm Taking genuine interest in people Creating a great first impression The value of personal goals Choosing our attitude and behaviour

Click Here to contact us for more information on our principles of customer service, or call +44 (0)1844 355 636.

Principles of Customer Service

Structure:

Course Content: