$660.00Quote Training At My Workplace
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.
- Lunch and refreshments
- Hard copy workbook
- Capped class sizes
WHAT YOU WILL GAIN
- 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.
Coaching for development Coaching characteristics and skills, and how the ‘coaching to train’ process works. Stop other people’s priorities becoming yours Make the right choices when people bring you problems, issues, or tasks they want help with. Understanding customer behaviours The four positive intentions that drive customer behaviours. When things get difficult What to do when you start out with positive intentions, but people react with challenging and difficult behaviours. Dealing with customers’ high emotions The hardest part about dealing with difficult customer behaviours is dealing with people’s emotions. Responding to and resolving customer complaints The seven key steps to responding to customer complaints.
Defining ‘good customer service’ Understand that each customer’s expectation is different. Getting serious about customer service Discover the four actions your organisation needs to take. The service-profit chain Understand what drives growth and profitability in a service business, and a fulfilled mission in the public and not-for-profit sectors. Moments of truth Recognise the moments that determine customer experience and satisfaction levels. This is when quality, as perceived by the client, is created. Meeting your customers’ needs There are two types of customer satisfaction – rational and emotional. Do you know which is the best for your business? Customers’ psychological needs Understand four basic ways to meet your customers’ psychological needs.