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creating a customer experience

OUTLINE

To a fair degree, your organisation is only as good as the staff you employ. When it comes to the crunch, your team is responsible for reaching company goals and targets. Excellent customer service is, therefore, an essential part of your overall business success.

Do you impress your customers every time you interact with them? Does your organisation thrive on creating raving fans who buy your products and services again and again?

You must go beyond simply showcasing your products and services and purposefully design and plan to develop strong relationships with your customers.

It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and exceeding their expectations every single time.

In this fun and exciting professional development course you'll learn to recognise how your attitude impacts on your interactions, you'll learn how to apply techniques to generate repeat business, develop top-level telephone skills, learn how to deal with difficult customers and deliver on your promises.

OBJECTIVES

•The value of great customer service and how it impacts your business

•Avoiding bad customer service and understanding the costs and repercussions involved

•Why first impressions count and can never be repeated or erased

•The tools to create an impactful first meeting and build loyalty from day one

•The six principles of stellar customer service that, when followed, keep your customers loyal, happy and likely to refer their friends to your business

•The power of language and voice — phone etiquette and guidelines for successful conversations every time

•The three principles of customer service calls — delivering