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HOW TO IMPROVE YOUR CUSTOMER SERVICE
BACKGROUND
Globothink’s Customer Service Training brings all the tools and skills your team needs to go beyond adequate customer service and to raise it to an exceptional status. Tailored to your organization’s desired outcomes, our Customer Service Training will deliver both immediate and long-term benefits to you and your employees.
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This two-day training program teaches clients all they need to know about best practice in customer service at every level of customer interaction. It will also enforce an understanding of why excellent customer service is essential for maintaining and building relationships.
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Globothink’s style of delivery is interactive, engaging and fun. We encourage participation to make the training dynamic and enjoyable for all attendees.
COURSE OUTLINE
This course covers the following topics:
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The value of great customer service and how it impacts your business.
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Avoiding bad customer service and understanding the costs and repercussions involved.
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Why first impressions count and can never be repeated or erased.
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The tools to create an impactful first meeting and build loyalty from day one.
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How to engage and connect with your customers via social media.
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The power of language and voice — phone etiquettes and guidelines for successful conversations every time.
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The three principles of customer service calls — delivering superior customer service throughout every call.
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How to create a stress-free customer service environment and a healthy team?
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Taking control of difficult situations using the H.E.L.P principles.
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Using customer complaints as a way to improve and build on future service.
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How to grow customer loyalty and encourage repeat business to increase your bottom line.
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Applying and devising an action plan for your new customer service skills.
OBJECTIVES
This training is specifically designed to develop the participants’ skills and behaviors to offer exceptional customer care. It also empowers participants to provide effective solutions to customer facing problems, when they arise.
FOR WHO?
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Receptionists
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Supervisors
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Line Manages
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Senior Managers
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General Managers
ON COMPLETION OF THE PROGRAM
You should be able to:
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Both employees and managers can represent an organization with new found levels of professionalism. This, in turn, builds a company’s valuable reputation.
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A company’s bottom line increases thanks to higher customer satisfaction levels. As a result, companies see more repeat business, higher levels of customer satisfaction and an increase in the number of referrals by word of mouth and through social media.
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Customer service teams are under less stress thanks to confidence in their newly learned skills.
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Effective and timely dealing with customers reduces costs and lessens the likelihood of a negative reputation.
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Higher customer satisfaction levels and greater retention will help gain more business.
TRAINING METHOD
Personal and group learning with activities such as role plays and case studies.
