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Leading Customer Service
Organisations that deliver exemplary customer service are well led. Their service culture is guided by leaders who set expectations, role model appropriate behaviours and monitor service delivery. Attend this course and learn how to deliver the service promise.
1 Day
Overview
For today’s marketplace, it’s not only what we offer, but how we deliver it that determines success.
This course will provide you with the knowledge and skills to ensure that products and services are delivered to standards agreed by the organisation and the customer. Using practical examples and case studies, this course will revitalise your approach to service.
Who will benefit
Every leader whose team provides a service to either internal or external customers.
Content
- Internal and external customers
- Customer expectations and customer satisfaction
- Creating customer focus and customer value
- Service standards and styles
- Relationship management
- Improvement through coaching and processes
- Service to both retail and B2B distribution channels
- The power of CRM (Customer Relationship Management) systems
- Harnessing the power of social media and online content
- Dealing with customer complaints
- Integration of customer service with the organisation’s strategic plans and operations
- Reviewing and managing customer service.
Learning Outcomes
Participants should be able to:
- Identify the place of customer service through touchpoint and value chain analysis
- Deliver customer service both internally and externally through planning and action
- Monitor, review and evaluate customer service
- Implement processes and strategies to lead teams responsible for delivering service.
Developing healthy relationships with clients and stakeholders is fundamental to running a successful sales strategy within an organisation. This course covers several aspects of client relationships from first contact through to maintaining and improving those relationships over the longer term.
Sharpen your effectiveness in an ever-changing sales environment. In this sales course, you will explore and practice the skills to continuously move your prospects forward toward closing deals.
First impressions really do count. Discover what great customer service looks like in order to make this a positive impression every time. This course covers both external and internal customers and will also offer practical steps on how to handle difficult customers.
Success in a sales management role includes both meeting sales targets and building a strong team capable of creating long term relationships with clients. You will explore both dimensions during this intensive course.