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Provided by: H2 Training & Consultancy Ltd Customer ServiceCustomer Service |
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Training
Provided by H2 Training & Consultancy Ltd
Good customer service is the basis for sustained increases organisational success. This course will enable participants to meet the ever-increasing needs of their customers, and can be developed from a range of modules to meet your exact requirements. The course will use a range of relevant, powerful and motivating activities that draw on participants own experiences and generate ideas to make improvements to the way they work with and respond to their customers.
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Customer Service
We aim to ensure that our bespoke training is flexible, and meets the individual needs of our customers. Part of the bespoke service will be to tailor the content of the course to any organisational objectives in commissioning the training, as well as the specific interests/needs of the participants themselves. The training that we deliver will reflect your organisational culture and working practices and will include relevant examples from your own field of business.
Modules for possible inclusion:
A. STRATEGIC PLANNING
What is Excellent Customer Service?: An introduction to the concept of 'Excellent Customer Service', and an exploration of the tangible and intangible facets of customer care.
Customer service focus: Introducing a ten-stage model for establishing a customer service focus within the organisation
Identifying service niche and characteristics: Developing a clear understanding of what you offer your customers, and assessing the extent to which their needs are met.
Measuring customer satisfaction: Exploring ways of measuring customer satisfaction through a strategic and focused customer service audit.
Benchmarking: Comparing your organisation and your services to other service providers in order to exceed your customers expectations.
Customer service in the organisation as a whole: Examining the wider organisational context in which the teams, and individuals work including the impact on their ability to provide excellent customer service.
Customer Service Standards: Developing, communicating and implementing people and process customer service standards.
B. CUSTOMER SERVICE SKILLS
Customer Perceptions: Understanding how your customers perceive you and how your behaviour influences them.
Improving customer relations through effective communication: Assessing the importance of using good communication skills to forge positive customer relationships. Learning how to instil confidence and satisfaction and how to build trust and rapport.
Identifying and dealing with different customer types: Developing an understanding of the different personality types of customers, and learning how to adapt your style to match them.
Dealing with difficult customers: Exploring the effective use of different techniques to deal with difficult clients.
Handling customer complaints: Examining the cause of customer complaints and the procedures for dealing with them positively and professionally.
Action Planning: Identifying continuing personal development needs and extending learning into the workplace.
C. SALES FOCUSSED TOPICS
Selling and customer service: Examining the link between sales and customer service.
How customers buy: Customers go through a number of steps in their own mind before buying. This module examines these steps and looks at how you can help customers through them.
Developing a positive sales attitude: An examination of the links between increased sales and a positive sales attitude.
D. INTERNAL CUSTOMER FOCUSSED TOPICS
Customer service chains: Identifying the various stages of how a product or service reaches the end customer, and finding areas for potential improvement.
Who are your internal customers?: Exploring who exactly are the internal customers and what are their needs.
Rights and responsibilities in internal customer service: Exploring the rights and responsibilities of the individual in internal customer service situations.
Modules for possible inclusion:
A. STRATEGIC PLANNING
What is Excellent Customer Service?: An introduction to the concept of 'Excellent Customer Service', and an exploration of the tangible and intangible facets of customer care.
Customer service focus: Introducing a ten-stage model for establishing a customer service focus within the organisation
Identifying service niche and characteristics: Developing a clear understanding of what you offer your customers, and assessing the extent to which their needs are met.
Measuring customer satisfaction: Exploring ways of measuring customer satisfaction through a strategic and focused customer service audit.
Benchmarking: Comparing your organisation and your services to other service providers in order to exceed your customers expectations.
Customer service in the organisation as a whole: Examining the wider organisational context in which the teams, and individuals work including the impact on their ability to provide excellent customer service.
Customer Service Standards: Developing, communicating and implementing people and process customer service standards.
B. CUSTOMER SERVICE SKILLS
Customer Perceptions: Understanding how your customers perceive you and how your behaviour influences them.
Improving customer relations through effective communication: Assessing the importance of using good communication skills to forge positive customer relationships. Learning how to instil confidence and satisfaction and how to build trust and rapport.
Identifying and dealing with different customer types: Developing an understanding of the different personality types of customers, and learning how to adapt your style to match them.
Dealing with difficult customers: Exploring the effective use of different techniques to deal with difficult clients.
Handling customer complaints: Examining the cause of customer complaints and the procedures for dealing with them positively and professionally.
Action Planning: Identifying continuing personal development needs and extending learning into the workplace.
C. SALES FOCUSSED TOPICS
Selling and customer service: Examining the link between sales and customer service.
How customers buy: Customers go through a number of steps in their own mind before buying. This module examines these steps and looks at how you can help customers through them.
Developing a positive sales attitude: An examination of the links between increased sales and a positive sales attitude.
D. INTERNAL CUSTOMER FOCUSSED TOPICS
Customer service chains: Identifying the various stages of how a product or service reaches the end customer, and finding areas for potential improvement.
Who are your internal customers?: Exploring who exactly are the internal customers and what are their needs.
Rights and responsibilities in internal customer service: Exploring the rights and responsibilities of the individual in internal customer service situations.
About The Training Provider: H2 Training & Consultancy Ltd
H2 Training & Consultancy Ltd - If you re looking for outstanding value and quality in personal effectiveness training, then welcome to H2...
We offer training, coaching and consultancy services in over 30 effectiveness topics:
- Open (public) training courses are run in Central London, covering a range of the most popular personal effectiveness topics. (Dates available on our website at:...
