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Customer Service Essentials

A word on Customer Service from Ron Pollak

This course is for everyone who has contact with the customer, and will instil confidence in dealing with all customer service functions. From the most, straight-forward call for assistance, to the complex issue of sorting out problems. It’s all about leaving the customer with the best impression of your organisation after each call.

World Class Training

The need for leading, promoting, and enhancing a customer-focused culture is essential within every organisation. This one-day workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As you discuss the various skills and techniques, draw from your own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a “re-energising time” to build and expand from where you are now.

Learning OutcomesCustomer Service

  • Learn the four skills of Customer Service
  • Knowing Customer Service and Your Customers
  • Creating a great First Impression
  • Understanding Service Delivery Standards & Measures
  • Dealing with ‘Complaints’ and Difficult Customers
  • Defining Customer Service Standards
  • Communicating & Customer Service
  • Being able to handle a phone call in a professional manner

What is Customer Service?

We all say we know bad customer service when we see it.  Similarly, we say we know good customer service when we receive it.  But really both statements are questionable.

Let’s say you are phoning your supplier to place an order and you are placed on hold.  And you need to wait for two minutes listening to music designed for another generation.  Is this poor customer service?  Let’s say too, that you eventually get through to the customer service operative.  He is cheerful, friendly greets you professionally, calling you by your name, which he has carefully elicited from you with a few nicely framed questions.  But while he makes all attempts to be helpful, he clearly does not have the know-how to solve your problem.  Is that poor customer service?

Is it poor customer service if the operative places you on hold for a further two minutes while seeking help with your problem? Or is this good customer service because the operative (operator, officer, clerk, manager, agent, employee – or title that fits best) has stayed with the problem to find a solution?

On this course participants will learn how to discern good from mediocre service.

Topics

Phone Girl

  • What is Customer Service?
  • Who are Your Customers?
  • Case Study – Fish!
  • First Impressions Count
  • Service Delivery Strategies
  • What do Customers Expect
  • Monitoring Service Delivery
  • Customer Complaints
  • Resolving Customer Issues
  • Customer Service Standards
  • Communication Skills
  • A Phone Call in 3 Parts
  • Telephone Techniques
  • Managing the Talkative Caller