Customer service is, to customers, one of the most visible and significant aspects of their perceptions of the organisation. It will shape their opinions and will often be the differentiator even above pure price. For customers the quality of customer service determines whether to buy, and particularly whether to remain a customer.
Customer service matters because everybody in every organisation either helps customers directly or helps colleagues (internal customers) who serve the paying customer. Customers can be described as fellow colleagues in addition to anyone that interacts with the organisation.
Service creates and makes a company brand but also has the potential to destroy a business where the service falls short of customer expectations.
It is worth remembering that you have more opportunity to delight or lose a customer than the CEO! By pulling together and delivering great service, you will become a part of building the organisation but get increased levels of satisfaction.
This highly practical and interactive course has been specifically designed for:
- Customer facing staff
- Telephone based staff
- Anyone involved in delivering customer service within the organization (Internally or externally)
- Account and product enquiries
- Complaint handling
- Account Managers
- Line Managers
While the course duration is five days, the course comprises ten modules (available on request) which can be delivered as half or full days.