EXCEPTIONAL CUSTOMER SERVICE
Build an exceptional customer service culture in your organisation to win loyal customers for a lifetime
«Today’s clients have unlimited choices to buy the products or services they desire. In this highly competitive environment, organizations cannot succeed by adding value to their customers only – they must offer them a unique buying experience that will make them want to buy again and again and, above all, almost never think of turning elsewhere.»
The Customer Service Training Institute
WHAT IF YOU CAN EXCEED YOUR CUSTOMERS' EXPECTATIONS?
Showing empathy to your customers' needs
There is a big gap between what we think our customers want and what they really want. Often our customers' expectations are emotional and this is not always obvious. The faster we understand and meet their real expectations, the more our chances to win loyal customers.
Furthermore, if we can exceed their expectations by a meagre 5%, in their eyes we appear to be 100% better than our competitors. It takes time to build a long-lasting relationship of trust with a customer but only five minutes to destroy it. So, if we can measure customer satisfaction on a scale from 1 to 5, then those customers with a 4, even though very satisfied, are 6 times more likely to turn to other suppliers than the ones with a 5.
The view that our "loyal customers will remain loyal" is no longer valid. On the contrary, clients, who turned elsewhere, are highly likely to remain loyal to their new choices.
CONTENTS
What customer service means
Seven definitions of customer service
The customer service equation
Products, processes, people: Perfect balance for excellent results
Positive attitude towards the customer
Who are our customers
Internal customers and how to build relationships of trust
Types of external customers and the customer service process
Moments of truth and how to discover them
Closing the gap of customer expectations: The SERVQUAL model
Communication and excellent customer service
Developing Emotional Intelligence skills for customer service excellence
Dealing with customer complaints in an empathic way
Dealing with difficult customers while keeping our emotional balance
Cross-selling and upselling techniques
Turning a customer complaint into an opportunity
Understanding your customers' needs to know how far you can go to sell more
Cross-selling and upselling by applying your persuasive skills
Workshop Specifics
Duration: 2 - day workshop (16 hours or time-phased)
Included in the workshop: Your personal communication profile, your conflict management profile, trainee manuals and certificates of participation