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