Quality in customer service

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Quality in customer service

Why needed

With increased competition and the constantly multiplying customer needs, customer service today has become even more important than it ever was. Every organisation’s main objective is to create loyal customers. Satisfying a customer’s needs isn’t enough anymore, and it does not necessarily mean that he is loyal to the company. For him to remain loyal or return to the company the customer service team has to provide him with more than just good customer service.

This training programme provides the skills and knowledge that are required to create a positive and binding experience which will exceed the customer’s expectations. During the programme, the participants will have the opportunity to appreciate the importance of a satisfied and loyal customer. Through extraordinary, quality and professional service they will be in a position to keep customers close to their company and make them good ambassadors of the company.

What the programme will cover:

  • The need to create loyal customers
  • The ten points of professional customer service
  • Personal development and its role in quality customer service
  • The importance of empathy
  • Non verbal communication
  • Ways of handling an angry and dissatisfied customer.
  • The power of recognition.
  • Applying approach techniques

As a result of the programme individuals will be better able to:

  • Appreciate the importance of the customer and his expectations from the organisation.
  • Know the types of customers, their needs and ways of handling them.
  • Appreciate the importance that listening, empathy and understanding of non verbal communication has to the customer.
  • Realise even more how important their personal growth is and how it will help in customer service
  • Offer an experience that will bind the customer and exceed his expectations.
  • Know and be in a position to apply correct ways of handling an angry and dissatisfied customer.