Customer service is a key differentiator in a context where companies are offering comparable products and services within increasingly restricted parameters of budgets and resources. This is particularly true of the public sector where the terms and more for less's efficiency savings and cuts are now part of the common language. Delegates will learn about first impressions and building solid customer relationships and then move on to revenue generation techniques. People buy from people and service is delivered to people by people. Even in this high technology age. Every delegate will leave the course with a challenging but realistic development plan to dramatically improve customer service delivery in their area.
Who should take this course
Retail Assistants Customer Service Assistants/Executives Contact Centre Agents Customer Service Managers
Module 1 - The benefits of excellent customer service. Customer Service Principles. Evolution and Purpose. The benefits of excellent customer service. Customer psychology: what are your customers' expectations? World-class service a modeling exercise. Creating andmagical' experiences for your customers.
Module 2 - The Customer Profit Chain. The Service-Profit chain Customer lifetime value. The cost of poor service Opportunities for revenue generation.
Module 3 - People buy from people How to be liked by the customer. Customer personality types. Listeners are said to be the best communicators how to perfect your listening skills. Questions if you don't ask you won't find out. How to read body language signals. The do and don'ts of communicating effectively.
Module 4 - How to turn difficult situations into opportunities. Why do customers complain? Why should we encourage complaints? The Customer Loyalty Chain. Customer behavioral types and how to deal with them Understanding and managing emotions Creative thinking to go that andextra mile.
Module 5 Revenue generation and resource allocation. Organisational objectives and strategy. Sources of income. Linking revenue generation with service objectives Resource planning and allocation.
About Course Provider
London Training for Excellence offer a wide range of training courses in London for organisations and individuals who wish to advance their skills and knowledge in the business world. With a great training centre in London, London TFE have everything that is needed to understand the basic needs of a business. Each course focuses on the ‘real-life’ issues a business could face and how to tackle them with ease.
London TFE have a team of enthusiastic leaders and instructors who share a passion for education and want to deliver that same passion to every individual who wish to take a business to succession. Each training courses London encourages individual to aim high and reach their full potential.
How to enroll?
Provide us with your contact details, course provider will get back to you.