Delivering Customer Service Excellence

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 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.

The programme details include:

Strategic Customer Service: 

• Auditing your business.
• Models of Excellence
• Action Plan

Frontline Skills:

• Good and bad Service
• Effective communication
• The 5 sales factors

The trainer is Terry Harmer of NLC Training.