TRAINING CUSTOMER SERVICE MANAGEMENT

TRAINING EFFECTIVE METHODS FOR CREATING EXCELLENT CUSTOMER SERVICE

TRAINING STRATEGIES FOR CREATING EXCELLENT CUSTOMER SERVICE

Training Background Customer Service Management

Customer service is a crucial buzzword in the corporate world today. Just about every company seems to understand just how important customer service is and many have started to find ways to improve and measure customer service. In this course we are going to look at what customer service is and isn’t and identify how you can understand and provide good customer service.

Many businesses want to achieve “good customer service”. Right now that’s the brass ring of business training and vision-casting and many companies are analyzing their current mission and realigning it to be increasingly customer-focused.

The design of the course is to give participants a thorough understanding of the principles of economics that are applied to the functions of individual decision makers, both consumers and producers, within the larger economic system.

Training Objectives Customer Service Management

Understand effective methods and strategies for creating excellent customer service.
Understand the challenges and problem solving methods of customer service.
Learn to recognize and provide not must “good” but “exceptional” customer service
Learn how to recognize “poor” customer service.
Learn how to “wow” your customer nderstand the communications in customer service.
Learn how to be more than just a business acquaintance. Learn how to be your customer’s friend and create loyalty
Training Audience Customer Service Management

Individuals with intensive interaction with customers and with the strong interest on customer service management

Contents Customer Service Management

Welcoming customers

The value of excellent customer service
Why are we here?
Tourism, leisure and hospitality

The tourism, leisure and hospitality industry
The benefits of tourism
The value of tourism
Understanding your customers

The customer experience
Delivering service excellence

Key elements of customer service
Customer service trends
Setting and maintaining standards
First impressions
Communicating successfully

The communication process
Types of communication
Are you listening?
That’s a good question…
Telephone techniques
Providing information and advice

Presenting information to customers
Knowing your local area
Giving directions
Meeting specific needs

Providing an accessible service
Language and cultural diversity
Welcoming customers of all ages
Dealing with difficult situations

I’m the nice customer
The causes of dissatisfaction
Handling complaints
Resolving problems
Boosting business

Using customer service to boost business
Improving quality
Training Methods Customer Service Management

Presentation
Discussion
Case Study