Customer Service Strategies
The courses include (Each session is 4 hours) :
SESSION 40 - Customer Psychology
- Treating customers as individuals – Who are you dealing with?
- Reading your customer’s style and expectations
- Adjusting your style to become more effective
- Dealing with misinterpretation
- Coping with over-sensitivity
- Using behaviours that build rapport
- Recognising behavioural changes under stress
- Adapting your communication to become more ‘customer friendly’
SESSION 41 - Serving Internal and External Customers
- Identifying internal vs. external customer needs
- How do your internal customers evaluate service?
- Guidelines for providing exceptional internal customer service
- Increasing communication between different roles and departments
- Educating your internal customers – clarifying their expectations
- Meeting deadlines and keeping internal customers informed
- Prioritising competing requests
- Creating a positive environment
- Taking a team approach
SESSION 42 - Adding Value to the Customer
- Taking responsibility – owning your customers and sales
- Building integrity in our actions – keeping your customers up to date
- Identifying opportunities for adding value in the eyes of the customer
- How to make recommendations without appearing ‘pushy’
- Keeping the customer happy
- Ensuring customer continuity
- Identifying common goals
- Developing customer loyalty
- How to keep the customer coming back for more!
SESSION 43 - Overcoming Barriers to Service
- Identifying challenges of our unique environment
- Recognising sources of conflict
- Signs and symptoms of ongoing stress
- Defining specific problems / issues to solve
- Analysing potential causes
- Generating and selecting the best solutions
- Implementing the solution – who is responsible?
- Evaluating the successful impact on customers
- Stress management techniques
- Increasing motivation and empowerment among the customer service team
SESSION 44 - Creating a Customer Service Vision
- Focussing the organisation on customer service
- Actions that develop customer service discipline
- The steps for writing a customer service vision statement
- Identify the criteria for a good customer service vision statement
- Implementing and monitoring service standards
- Identifying lessons learnt
- Food for thought
- Where to from here?
SESSION 45 - Building a Strong Customer Service Team
- Components of successful customer service teams
- “What’s in it for me?” – The value of teamwork
- What is my role within the customer service team?
- Making our customer service team work
- Managing the teaming process
- Where are we now and how do we move forward?
- Building relationships among team members
- Managing diversity, disagreements and conflict
- Increasing cooperation and team results