Excellent Customer Service providers, are not just "lucky with their people" they design, implement and deliver on their strategy.

In this course participants will look at how those best practice service excellence providers develop their approaches and manage, monitor and continuously improve.  Using case studies and a series of quick exercises, the tutor demonstrates how to build the 'Excellent Operating Procedures' and will finish the session delivering a back to your business template, giving a step by step guide to transferring the knowledge to the workplace.

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

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

At the end of the course participants can expect to:

• Understand how to identify key contact points for their customers.
• Know what to put in place so the customers' experience 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:

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.