Customer Service Excellence
Description
Synopsis
Retaining existing customers and acquiring new customers are vital for all businesses. Good customer service retains existing customers and creates customer satisfaction. This would lead to increased sales and referrals. Your customers are the most powerful form of advertising and marketing. Empathy is crucial to enable you to be able to identify customers’ pain points, and find solutions to address customer needs, build trust and loyalty, and retain customers who would be your organisation’s word-of-mouth (WOM) advertisers.
The workshop will also deal with service process and design. The use of technology, like big data and Artificial Intelligence, will be discussed. We should not lose sight that the customers are real human not artificial. The dangers and pitfalls of excessive use of technology and checklists will be discussed. The human touch remains vital for good customer service. Handling of difficult customers vis-à-vis satisfied loyal customers will also be discussed in the workshop.
What you'll learn
Understanding customer service excellence
Knowing your customers and their pain points
Building a culture of empathy and caring for better customer solutions (a service culture)
Building customer trust and loyalty
Loyal customer to be treated better
Rewarding loyal customers vs rewarding complaining customers
Loyal vs new customers
Designing and managing service process
Appreciating that a sale is the beginning of a relationship not the end.
Knowing that customers are humans not a data
Being aware of pitfalls of technology and checklists in customer service
Handling complaints and service recovery
Dealing with unreasonable customers
Being aware of encouraging complaints to be the new norm.
Being aware of rewarding unsatisfied customers over loyal customers
Rewarding good customer service
Requirements
Attendees should have a basic understanding of customer service or have worked in a customer facing role
Attendees have to bring along their own laptop
Learning Outcomes
Appreciate the essence and ethos of excellence customer service
Knowing your customers and their pain points
Cultivating a solution-based customer service culture
Designing and managing a service process
Handling complaints and difficult situations
Retaining customers
At the end of the course, participants should be able to:
Instructor
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President of Sales