Retaining customers is no easy task...
Your customers and clients have more of a voice than ever before. Is your organisation properly equipped to deliver unrivalled customer service?
The term “customer service” has been around for a long time, but what does it actually mean? For most of us we can all recall a time where the level of service we received didn’t live up to our expectations!
Handling difficult customers, complaints or unusual requests can be a tough (and often thankless) job. By identifying the core values of your business we will be able to develop a tailored programme that is relevant to your organisation, your staff and most importantly your customers.
All of our training programmes are written specifically for our clients, but here is an overview of the content we are usually asked to cover:
The term “customer service” has been around for a long time, but what does it actually mean? For most of us we can all recall a time where the level of service we received didn’t live up to our expectations!
Handling difficult customers, complaints or unusual requests can be a tough (and often thankless) job. By identifying the core values of your business we will be able to develop a tailored programme that is relevant to your organisation, your staff and most importantly your customers.
All of our training programmes are written specifically for our clients, but here is an overview of the content we are usually asked to cover:
- Values and Beliefs - threading company values through a customer service strategy
- Understanding the customer
- Why do people buy?
- How customers behave and make decisions - how to spot and manage behavioural traits
- The customer journey
- Defining the process for customer service - Do’s and don’ts!
- Eliminating bad habits
- Telephone Skills
- Using your company values to drive professionalism over the phone
- How to properly structure a telephone call
- Confidence vs aggressive call manners
- How to open a call properly
- Controlling a call
- Managing the duration of a call
- Open and Closed questions - when to use which
- Professional manner - what is it?
- Asking for more business
- Active Listening techniques
- Dealing with difficult situations
- Dealing with people who speak another language
- Dealing with customers on a face to face basis
- Creating a Customer Charter
- Using social media to engage with customers
Members of our client family include.
Contact us.
To enable us to help you we need to know what you are looking for. There are three ways that you can do this either fill in one of the contact forms below (one asks for a bit more detail) or pick up the phone and give us a call on +44 (0)1905 330660.
Tell us a little bit more.
Follow the link below to complete our detailed enquiry form and we'll prepare a proposal for you straight away.
