Session One – ‘Understanding and meeting Customer expectations’
A loyal customer, on average, is 10 times more valuable than their first purchase. … Nearly 70% of people would spend more money with a company that has excellent customer service.
Customer service is the support you offer your customers – both before and after they buy and use your products or services. This support helps them to have an easy and enjoyable experience with you. Offering amazing customer service is important if you want to retain customers and grow your business.
Course Aim
Our online Customer Service course is designed to increase customer loyalty by satisfying customers’ expectations. This two-part course is practical and interactive with course materials sent out before the event.
Course Objectives
At the end of Session One you will be able to:
- Interact with customers in a confident and professional way
- Build rapport more effectively over the phone and face to face
- Apply Email etiquette to customer communications
- Heighten personal questioning and listening skills to really understand customer needs
Content
- What customers expect from us
- Understanding how Customers form their opinions of us
- Dealing with Customers over the telephone
- Understanding our Customers’ needs and expectations
- Email etiquette and written communication
Session Two – ‘What happens when things go wrong and how to build customer loyalty’
Course Objectives
At the end of Session Two you will be able to:
- Deal with negative emotions and difficult behavior
- Handle problems and complaints effectively
- Manage customers’ expectations
- Build customer loyalty
Content
- How to manage Customers expectations
- What to do when things go wrong
- Managing dissatisfied and angry customers
- Tools for building customer loyalty
- Action plans
For further information please contact us:
Conrad or Suzanne Potts tel: 44 (0)7734 993260 or 44 (0)7734 993261 or click here to fill in a contact form
You can also email us direct sales@teamskills.co.uk