Customer Service and Revenue Generation

Customer service is the main differentiator between commodity suppliers. It is the one thing that the very best organisations continually strive to do better. Like the board game of snakes and ladders it can be hard work climbing the ladder but we tumble down easily when we land on the snake. We will help delegates identify their potential snakes and ensure that a service recovery plan is available should the worst happen. World class organisations say Our most loyal customers might have sometimes had a problem in the past but we put it right and that is why they stay with us. Organisations worldwide are being asked to offer comparable services within restricted parameters of budgets and re-allocated resources. This is particularly true of the public sector where the terms more for lessers 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.

This program is designed for customer service staff agents whether on the phone or face to face who are new to the role or who would like to develop their skills further. This program will also benefit customer service professionals or team leaders who are looking to refresh their own skills or enhance those of their team members.

CPD

Day 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?
• Serving the internal customer.
• World-class service a modeling exercise.
• Creating magical experiences for your customers.

Day 2:

• Enhancing your interpersonal skills
• 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 do not ask you won't find out.
• How to read body language signals.
• The do and dont's of communicating effectively.
• How well does your organisation/department communicate the customer service message to your colleagues?

Day 3:

• 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 extra mile

Day 4:

• Conduct organisational reviews and Plan revenue generation and resource allocation
• Organisational objectives and strategy
• Business planning
• Risk management
• Sources of income
• Linking revenue generation with service objectives
• Resource planning and allocation including tools and methodologies
• Asset management in relation to revenue generation
• Revenue collection making sure you get your new revenue streams in procurement options

Day 5:

• Getting the right customer service attitude
• Saying no professionally.
• Avoid taking things personally.
• Customer service values and guiding principles vision and mission.
• Measuring performance.
• Practical case studies.

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.