The whole world of Customer Service has changed. Since the explosion of Social Media, every single individual has an equal voice. Opinion and customer perception means that we have to up our game and be authentic, trustworthy and reliable. Wherever we fail, we can expect appropriate reaction from customers.
After-sales and customer satisfaction is not a gesture, some way to charm customers back. It needs seriously thinking through as to why the customer has been let down. Loyalty is fragile because every customer has choice. Winning back can be time-consuming and it often seems like unproductive time. In fact, the reverse is true. Customers you have won back – by being fair and open – will be supporters.
Who is it for?
Everyone who talks with customers, at all levels, especially where it’s a competitive market.
It’s likely you are at the sharp end right now, with some experience of talking with customers.
What you will learn
This course will help you think positively about working with difficult situations and with reverse-marketing. It will develop you and your company to stay in step, or ahead of your customers and competitors.
The course leader, Paul Sampson, has been dealing with tricky situations for most of his life, training marketing and service teams and working with challenging customers like P&O, MI5, Home Office, Barclays, RBS, etc but also with SMBs and sole traders.
Our 6-steps principle will give you the distinct art, skill and the tools for handling customers.
This one-day course will help you to deal with objections and complaints and with unhappy or angry people, coaching your team, customer value, and case studies for us to work through.
Using examples from psychology, (nothing too heavy) you will learn how to work Case Management – there is a structure but it’s not over-prescriptive because it must be about you and to work for your business and personal style.
Verbal and body language styles.
How to avoid being ‘led’ by the client. Contracts and how to avoid ‘further action’ – legal, or otherwise.
Case Trending and reporting
Root Cause and Get-Well plans
Handling complaints – Email and letter writing
How to retain your customers and avoid bad press on social media. With hands-on practice, letters and email.
You will get good at it!
Your Presenter is Paul Sampson who led the Service teams at Mercury, Compaq, Motorola and HTC.
Courses may alter to suit candidates’ particular preferences or specific requests in advance.