People these days are far more aware of the customer service they receive and are more willing to express dissatisfaction, if not face to face then on-line or in social media. With plenty of other options to buy usually available, people are increasingly “voting with their feet” and moving to another provider if given a reason or excuse to do so. Loyalty is certainly becoming harder to come by.
Many companies are therefore investing in customer service training for everyone who “touches” a customer, be they out on site, in-store or providing telephone support. This is important because many staff are unaware that they are a company’s ambassadors and can significantly influence the winning and keeping of business based on the impression they create through what they say, how they say it, their general attitude, speed of response, etc. To be clear, few if any will be bad at what they do but all could be better.
The ability to make a customer feel special, individual and important is though critical in today’s competitive world. Delivering “World Class” customer service is less about techniques and more about attitude; less about perfection, more about how you deal with those inevitable occasions when things go wrong; it’s about a person’s sense of enthusiasm and their willingness to go out of their way to help.
This training looks at real people, real situations and provides practical advice from experienced coaches who have spent many years in customer service themselves.
So, what’s on your mind? Our guess is that you will be looking for measurable improvement of some kind in business, team or individual performance; or there may be an issue to do with change or growth.
If you would like more information about this option (or any other), please contact us.