Delivering Excellent Customer Service & Complaint Handling

Venue:
Online - Login Details
 
Date:
19/10/2021
 
Note:
Tuesday 19th October
 
Time:
10.00am - 12.30pm
 
Category:
Business Training
 

This workshop aims at providing participants with the skills to deliver an excellent customer service experience through the key service touch points (physical, telephone or online) and also handling complaints successfully. ***************************************** PLEASE NOTE: Currently we are experiencing issues with our online booking system. If you are having difficulties with booking, please contact 056-7752662 or email bookings@leo.kilkennycoco.ie We apologise for any inconvenience caused.

This event is no longer available
 

Customer satisfaction is valuable… Customer Loyalty is priceless.

This short programme will give you the tools and templates to install a ‘Customer Service Excellence’ initiative into your business, so you can deal effectively, efficiently and consistently to the highest of standards.

Want loyal customers, want to be able to turn complaints into opportunities, want to turn your customers into advocates for your business, all you have to do is sign up, turn up, invest two and a half hours, and rewrite your customers’ experience

Course Content:

Models of Excellence

  • Moments of Truth
  • The Cycle of Service
  • The Three Circles of Customer Service
  • The Six Steps on the Customer Service Ladder
  • The Seven Essentials for the 21st Century Customer

Customer Care frontline skills

  • Good & Bad Service
  • What constitutes good service?
  • Why Businesses lose Customers
  • The lifetime Value of a Customer
  • The Multiplicative effects of Poor Customer Service
  • People Skills & Processes

Delivering Service Excellence remotely

  • Reach out - take the initiative
  • Making it personal
  • Preempting objections
  • The golden rule - Asking for preferences
  • Time frames - Time bending
  • Technology
  • Video
  • AI
  • Try on tools
  • Size guides
  • Use / include customer comments / tips
  • The Agile Approach

Complaint Handling

  • The process and the behaviour
  • The Importance Responsibility Matrix (Appropriate responses)

Action Plan

  • How to implement your Customer Service excellence strategy
  • Face to face, on the phone or on-line

Outcomes:

  • Understand how to identify key contact points for their customers
  • Know what to put in place so the customers’ expectations are met and exceeded
  • Install a process, that encompasses a range of automatic actions, that will ensure a consistently excellent customer service delivery.
  • Turn Complaints into opportunities and customers into advocates for their business

Please Note:
Zoom login details will be sent one or two days before the course commences. If you can not find your login email in your normal inbox, we would strongly advise that you also check your spam/junk mail folder.

Due to the limited number of spaces available, this programme is limited to Businesses based in Kilkenny (City and County) only.
If you are from outside this region and are interested in a programme similar to what we are offering, we would kindly request that you get in touch with the Local Enterprise Office in your region and they will advise you if they are planning to run a similar programme. Thank you for your co-operation.