For all customer-facing staff.
In this competitive economy, it is essential that you attract and keep loyal clients. The cost of marketing to new customers is increasing, traditional methods are showing less return on investment and loyalty is often a thing of the past. Everyone is looking for a better deal and improved – in fact, guaranteed – customer service.
Therefore, your customer service is critical to customer retention. If your company and your employees are not on top of their game, your customers will soon find many of your competitors who are on top of theirs.
Whether you are handling customers face-to-face or over the phone, it is essential that you master the skills of customer management in a practical and fact-driven way but using a warm and human touch to differentiate you from your competitors.
Customer Service is a structure and methodology for all the right reasons, not a fabrication of rhetoric for effect.
Whether you are handling customers face-to-face or over the phone, it is essential that you master the skills to manage the facts, your offer, and their aspirations or misunderstandings.
Our trainer here has nearly forty years of customer management in companies like P&O, Viking Line, Arsenal FC, Mercury, Cable and Wireless, Compaq, HP, Motorola, and HTC. His customers have faced terrorist threats, activity after 9/11 and ‘The Year2000 Threat.’
BENEFITS FOR THE ORGANISATION
- Ensure that employees have a consistent approach but use their personalities to achieve the best results.
- Improves customer perception of your brand and encourages lasting impressions for the customer to come back and re-order.
- Gives a structured methodology for employees to handle and winning around difficult customers
- Improves staff/ customer management.
This one day course will:
Ensure that employees will learn how to confidently manage calls and face to face portray a positive company image and deal with customers effectively
Give you methods and ideas to improve the perception of your brand
Increases employee confidence in handling difficult customers
Help your staff to deliver what has been promised to the customer.