How to Improve Customer Service Professionally

Program Overview

Customer service has become an increasingly important part of society. If customer service and customer satisfaction is an integral part of your business, this seminar will be helpful to your team and customers.

This seminar will concentrate on new strategies, knowledge, skills, techniques and expert guidelines to improve customer service for the long term.

Tailored for new staff to experienced customer service representatives, this course could be your answer to meeting the increasing demands and expectations of customers today.

This seminar also includes skills and techniques used in Japan - known for very high quality customer service.

Program Objectives

• Outservice your competition in Customer Service.
• Exceed customer expectations and encourage repeat business
• Through improved customer service incraese word of mouth recommendations.
• Improve staff retention through more satified customers.
• Make your customers feel important and appreciated.
• Remain calm and win over angry and abusive customers.
• Use convincing expressions and actions that earn customer's trust.
• Continuosly improve Customer Service

Program Outline

A. Customer Service Skills
• Long Term Customers - How to Build Loyal Customers
• Personalising Service - The Human Element
• Effective Communication
• Meeting Consumer Behaviour and Expectations

B. Customer Service Satisfaction Process
• How to Express Respect
• Open Minded Listening Skills
• Questioning Skills
• Understanding the Customer Skills
• Solution Based Customer Service
• Customer Satisfaction
• Feedback System

C. Dealing with upset customers.
• How to Apologize effectively
• How to Communicate to angry and abusive customers
• How to deal with angry customers.
• Reducing stress
• Role play and practice

D. Improving Customer Service
• Standard checklist on improvement.
• Class Discussion
• Kaizen Improvement System and Customer Service