High Perfomance Customer Care

Course Type:

Part Time Day

Course Description:

HIGH PERFORMANCE CUSTOMER CARE

Developing a Love and Understanding of Everyone, Anywhere, All of the Time


Objective:

To create an overall understanding of the factors which influence positive implementation of inspired customer service! Increased productivity, effective communication, team-building, increased confidence and improved productivity.



Approach:

Interactive workshops, role plays, case studies with assignments and feedback. Theoretical input, support videos together with experimental learning experiences.



Outcomes:

Develop enthusiastic service attitudes. Awareness of customer styles and how we service them. Effective questioning techniques; getting commitment; understanding and identifying customer requirements; selling features and benefits = increased productivity and sales. Creating memorable service experiences and ongoing customer commitment.



Outline of Programme:

The importance of service excellence

Understanding the importance of points of contact and first impressions

DISC – Awareness of how customer styles and how to service them

Identifying what customer want & expect

Delivering beyond customer expectations

Understanding how attitude and behaviours influences the customer

Knowing what we have to offer

Optimising customer service by offering Choices, Features and Benefits

Setting agreed standards and objectives

Persuasion & Influence - the ability to sell and obtain ongoing commitment

Understanding & developing customer potential

Increasing sales and strengthening relationships through questioning, clarifying and listening

Effective handling of conflict and objections

Understanding that quality activity equals enhanced personal and business growth



Duration Options:

7 weeks – 7 modules, one module per week for 3 ½ hours or alternatively 4 days, one day per week



Group Size:

Minimum 8; Maximum 12 delegates