 back to course list |
| CUSTOMER SERVICE EXCELLENCE – LEARNING FROM THE BEST |
 |
 |
|
|
|
| Course Aim |
| To enable delegates to learn from "the best" and thereby implement the principles behind world-class customer service and thus exceed customer expectations. |
| This event is designed for anyone who interacts with customers, whether internal or external, fact to face or via the telephone. |
| Course Objectives |
| By the end of the event delegates will be able to: |
| • Explain why customer service is a necessity not a luxury |
| • List strategies for customer service excellence |
| • Describe how to recognise what customers expect in terms of customer service and the implications to all involved if that standard is not met |
| • Increase their credibility with customers - and their value to the organisation |
| • Detail how to handle challenging customers |
| • Explain how to deal with complaints in a professional manner |
| • Examine case studies of those who have done it well and those who haven't (FISH, Disney etc) |
| Content |
| Course content includes: |
| • What is Customer Care? |
| • 14 Key Components in providing Excellent Customer Care |
| • Creating Magic Moments |
| • Creating Moments of Truth |
| • Delivering World Class Service – How to model the practices and behaviours of market leaders in customer service. Examples and case studies are provided from Tom Peters (customer service guru), the Disney Corporation and many others |
| • FISH – the world famous FISH philosophy of customer service (using case studies to show the principles in action) |
| • Complaint Handling – How to continue with good service when the customer is not happy |
| • Dealing with difficult customers / situations – How to overcome the differences between different customers and still create a win-win result |
|
| How the course works |
| Delegates are shown the importance of customer care to the organisation, both inside and outside the organisation. |
| During the course we look at organisations that have been successful in implementing customer care programmes and identify examples of improved customer service. There are videos to explain and show different excellent companies and they will see how they can carry forward these techniques to their own work environment. |
