- Define what great customer service is for yourself and others.
- Understand how the service-profit chain affects your organisation.
- Identify ways to truly meet your customers’ needs.
- Develop the essential skills to coach staff to deal with a variety of situations and customer interactions.
- Learn how to build conversations with your customers or clients that result in win-win outcomes.
- Respond to situations and complaints requiring escalation with the right approach and emotions.
One of the most desirable yet elusive aspirations in many organisations is to providing exceptional customer service, and leading a team to achieve this requires a specific set of skills.
Customers are now savvier than ever, with the ability to check up on anything you or your team says with a click on their smartphone. This course will give you the practical skills and techniques to guide your team to project a customer-centric approach and deliver your goods or services in line with customer expectations.
Who should attend
Team leaders, supervisors and managers leading teams interacting with internal or external customers. For team members, we recommend the one day Customer Service – Exceeding Expectations course available at Odyssey Training.
Understand that each customer’s expectation is different.
Discover the four actions your organisation needs to take.
Understand what drives growth and profitability in a service business, and a fulfilled mission in the public and not-for-profit sectors.
Recognise the moments that determine customer experience and satisfaction levels. This is when quality, as perceived by the client, is created.
There are two types of customer satisfaction – rational and emotional. Do you know which is the best for your business?
Understand four basic ways to meet your customers’ psychological needs.
Coaching characteristics and skills, and how the ‘coaching to train’ process works.
Make the right choices when people bring you problems, issues, or tasks they want help with.
The four positive intentions that drive customer behaviours.
What to do when you start out with positive intentions, but people react with challenging and difficult behaviours.
The hardest part about dealing with difficult customer behaviours is dealing with people’s emotions.
The seven key steps to responding to customer complaints.