Essential Customer Service

Northamptonshire Chamber of Commerce
Northampton, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' In every purchase transaction there can be this "Moment of Truth" when a customer needs some reassurance, or needs a problem to be resolved quickly. Can we recognise this "Moment" before it is too late and we lose that customer for good? Can we do something to resolve the situation and retain a happy customer? The answers are "Yes"; this training is essential to ensure that- as a team- we care for and retain our customers.

Benefits for your organisation

Recognising the various manifestations of customer needs and the power that customers now have in today’s commercial world is critical to the success of every organisation. Caring for customers is a real challenge for everyone in every company. This course will show you how to manage and meet or exceed customer expectations to keep them as long term customers, and thus benefit your organisation.

Who is this course for?

Front line staff who talk to customers and who may be new to the concepts of customer care- or who seek new ideas to make their customer care practices better. It is also useful for internal staff, supporting the front line staff dealing with particularly demanding customers.

Topics Covered:

The customer focus; the skills needed for good customer care and customer handling
"The Moment of Truth"- the concept...and when it occurs
Examining some good and bad customer care examples
The power of "word of mouth" promotion
Recognising the different types of customer need and customer expectation
Tactics to correctly manage a customer complaint
A more in-depth review of the management of customer expectations
Recognise the new order of today; for example: speed of service, disability needs, etc
Recognising customer satisfaction versus customer delight
Seeking out ways to delight our customers; tangible examples for our organisation
Every single contact with each customer is an opportunity to build a positive relationship
By the end of the course, delegates will be able to:

Be able to anticipate customer expectations and respond to them positively
Understand what we can do to improve customer relations
On many occasions, move from customer satisfaction to customer delight
Begin to build a positive relationship with each customer with whom we have contact
Thus make positive use of the power of "word of mouth" promotion
...''

Elements of this syllabus are subject to change.

Phone:(01604) 490490

School Address:

Opus House, Anglia Way, Moulton Park, Northampton United Kingdom NN3 6JA

Jobs & Resumes: Northampton
Houses & Roommates: Northampton

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