Venue:
Osprey Hotel, Naas, Co. Kildare
Note:
Thursday 19 October 2017
Category:
Business Training
Focusing on the strategic side of Customer Service,developing a Customer Service Initiative.
Presented By:Terry Harmer, NLC Training
This event is no longer available
NB!
If insufficient bookings are received on any course , the course will be cancelled and a full refund will issue.
Fees are NON REFUNDABLE except where a course is cancelled by Local Enterprise Office due to insufficient bookings.
In an increasingly competitive commercial environment where the consumer
(business or end user) has more choice than ever the Service Supplier has to find ways to differentiate their businesses from their competitors.
Traditional approaches to this challenge are less effective as it is harder and more expensive today to offer a really different, product, price, distribution system or convincing promotion. The course looks at developing a customer centric business as the answer.
The programmes’ initial focus is on the strategic side of Customer Service, how to develop and implement a Customer Service Initiative. Conducting a customer service audit of your business, looking at best practice initiatives.
The second part covers the processes and frontline people skills that will enable you and your people to turn complaints into opportunities, effectively handle enquiries, compliments, or any customer interaction and meet and exceed Customer expectations, Turning your customers into advocates for your business.
Strategic Customer Service the planning process
Auditing Your business
Feedback Systems
Elements common to failure
Why Businesses lose Customers
The lifetime Value of a Customer
Elements common to success
5 Rules to follow
Models of Excellence
The Cycle of Service
Moments of Truth
The Three Circles of Customer Service
The Four P’s in Customer Service
The Six Steps on the Customer Service Ladder
The Seven Essentials for the 21st Century Customer
Action Plan
How to implement a Customer Service excellence strategy
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