CUSTOMER SERVICE AS A COMPETITIVE ADVANTAGE

Excellence in customer service doesn't come about easily. It needs to be carefully defined, planned and managed. The focus should be on delivering great service every day, across every interaction you have both internally and externally.

The aim of this high impact programme is to firstly understand the standards and behaviours that make a company stand out from their competitors. Once these have been identified, the workshop can focus on delivering practical training to equip participants to deliver Customer Service Excellence.

Programme Objectives:

Participants will:

• understand the basic principles of customer care and the importance of instilling a customer care ethos within your Company.
• have an understanding of what exceptional customer care looks like and learn tools and techniques to demonstrate this level of service
• understand the value of relationships as a key customer care tool as well as a promotional tool and how to manage this process
• develop strong communication skills to allow them to engage with customers in a consistent and professional manner
• understand the team approach to customer care
• how to ensure that your business portrays a positive, customer friendly approach consistently

Delivery:

This programme will be extremely interactive with a strong emphasis on practical application and focussed on the realities and challenges of achieving excellence in a competitive environment.