Customer Management
Why You Should Choose our Customer Management Course
Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you. Offering amazing customer service is important if you want to retain customers and grow your business.
The core foundation to every business is its customers and people, this course has been designed to enable your people to understand and identify ways to maximise customer’s experience using excellent customer service behaviours.
Developing good customer service skills are necessary in order to communicate with others, solve problems, demonstrate patience and understanding, ensure customer satisfaction, and resolve customer complaints. Employees with excellent customer service skills can have a massive impact on a company's bottom line.
The outcome we are looking for is that customer service is now a very important tool in both winning and retaining business. The better we understand the process of good customer service the better we can focus our efforts to get the results our businesses deserve.
Aims of the Course
The aim of this workshop is to support you and your businesses in the development and delivery of Exceptional Customer Service. We aim to introduce you to strategies and skills that will create a platform to provide your customers with a great experience and create customers for life.
By the end of this course, you will:
- Explore the journey’s customers take from when they first think about buying something as a result of a want or need, through sourcing it, evaluating it, making a decision, owning it, repeat buying and recommendations
- Explore the customer journey and discuss the key stages of the journey and the skills required to deliver great service at each stage
- Explore the key elements and standards of customer service along with working practices that deliver them
- Develop the skills required to be able to engage with customers, build rapport and trust, and deliver exceptional levels of customer experience throughout each stage of the customer journey
- Discover the 6 most important benchmarks of the customer service activities and their value to customers
- Compare your own benchmark levels against the 6 benchmarks standards identified
- Discuss and explore the constituent parts of the V-C-O model and how this can influence and help you manage the delivery of exceptional customer service standards
- Review and assess the value of good customer service to customers but also the implications to the business of providing good customer service.
Who Should Attend our Customer Management Course?
All employees within the business who may interact with customers and represent the company. Including all staff who manage customer expectations within service, workshop, sales, and back-office.
How Long is the Course?
1 day face-to-face
2 days of 2 x 3 hour online training