The ultimate goal of this Customer Service Excellence training course is of course increased customer loyalty and retention.
This requires the integration of many different parts of a business, from senior management to the sales force, from marketing to production and human resources.
Recognise what 'customer service excellence' really means - to you and your customers
Understand the logic behind spending more on valuable customers, rather than "one-size-fits-all" marketing
Understand and shape the role of each employee in the customer value chain
Identify 'best practice' in managing different customer situations, including complaints
Motivate and maintain morale in front-line customer service staff and teams
Integrate all aspects of your organisation to manage and exceed customer expectations
Develop, motivate and inspire customer-value staff to deliver high quality consistently
Measure and assess how well customer service standards and objectives are being achieved
Overcome internal communication barriers
Form stronger relationships with individual customers through interactive Customer Centric (CC) processes and standards.
WHO SHOULD ATTEND?
Customer Services Staff, Sales Staff, and Fresh Graduated.