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Customer Excellence

Target Group/Individual

Managers, Supervisors, Team Leaders, Business Managers, and Staff in any Sector – specifically in any service or product supply industry

Overview

Any organisation that wants to become successful and remain successful must care for its customers. Satisfying customers’ needs is an important objective of any organisation irrespective of whether it is for-profit or non-profit. To do that, a company needs to create customer loyalty where customers can rely on the brand which will satisfy their needs. To create loyal customers, you need strong customer care which is what this course is about. In this course, it is assumed that delegates already have some experience with customer service and are now looking to expand their knowledge and skill set. Having served customers, they may also have a number of specific situations in mind that they would like to get advice on. Customer service is an art and much of it relies on good communication skills and emotional intelligence. To remain skilled it is important to review past experiences systematically and learn from them so when a CSR finds himself in a similar situation again, he would know what to do. This knowledge also adds to their confidence which in turn helps them to provide a better service and thereby standing out from the competition

This course will enable learners to

  • Adopt the right attitude when dealing with customers to increase their loyalty to your brand
  • Identify what goes wrong in a poor customer service exchange and use strategies to improve it
  • Identify customer expectations systematically and respond to them to improve customer service
  • Avoid using toxic phrases that lead to confrontation with customers or reduce their loyalty
  • Manage angry customers by reducing the tension using 8 practical methods
  • Handle complaints using a variety of strategies to minimise negativity and increase customer loyalty

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