Customer Satisfaction

“There is no greater challenge than to have someone relying upon you; no greater satisfaction than to vindicate his expectation”

– Kingman Brewster

The Growing needs of Customers

Customers have expectations that are evolving continually and becoming more demanding, so standards of service quality need always to be on an upward curve. However quality in service doesn’t just happen. Good service comes from planning, knowledge, skills and effort. As a team leader, manager, executive or a supervisor, you need tools to understand your customers, set quality service standards and solve customer problems. Only then can customer delight be achieved in reality.

The objectives of this programme are to:

  • Give participants the knowledge and skills to fulfill their role as customer service providers
  • Help participants identify and implement customer service standards and procedures
  • Ensure that participants provide consistent levels and quality of service to all their customers, internal and external
  • Help build a customer-focused culture within participants

Customer service can be divided into four major areas:

  • Introducing a customer service focus
  • Developing team’s customer service skills
  • Assessing and improving customer satisfaction levels
  • Developing service standards and procedures

Contents

  • Initiating a customer focus
  • How to introduce the customer service program
  • Generating commitment
  • How to generate commitment to the introduction of a customer service focus
  • Where does customer service fit in?
  • How to examine the context in which the team operates and pinpoint any organizational issues likely to affect the way in which the teams serve their customers.
  • What do we offer our customers?
  • How to define the team’s service niches and service characteristics
  • Seeking customer feedback
  • How to find out what customers want and how they see you
  • Best practice benchmarking
  • How to identify excellence in customer service through dynamic benchmarking against other organizations
  • Creating a positive image
  • How to convince your customer of the strengths of your service through a positive image
  • Getting the message across
  • To learn how to communicate with your customers
  • Dealing with difficult customers
  • How to learn how to deal with problem or difficult customers
  • Sustaining a customer service focus
  • How to make customer service a way of life

Methodology

  • Lectures
  • Questionnaires
  • Group Discussions
  • Individual Exercises
  • Group Activities
  • Experiential techniques
  • Presentations

Who should attend?

All who need to deal directly with customers (Banks, Hotels, etc)

Duration: 2 days – Corporate People Skills Training, Customer Service Training.

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