Customer Service Course

Objectives

This effective programme is designed to challenge people to examine their own attitudes, behaviour and skills....and then work in teams to challenge the way their company delivers service to the customer and to make real improvements.

The programme can be delivered at ALL levels in any business - but it’s key to have understanding and support from the very top.

The Course covers 3 main topics:-

Strategy
What are our company policies, plans and ideals regarding service provision? What stops us doing our job? What about internal politics? Why do we feel the way we do? How can we make it easier for customers to do business with us? Would we buy from ourselves? Why do we pay our front line service staff the least...then expect the most?

Systems -
What systems are in place that lets our customers know things, what about our procedures, our literature, paperwork, website etc. How up to date is it and how can we improve it. How often do we test it? How do we measure it?

People -
Do we have sales prevention officers? What about first impressions, attitudes, things we do and say? How do we handle things? What happens if things go wrong? How do we put it right? How do we make sure it doesn't happen again? What should we say in various situations? Who is responsible and for what....or do I just work here and blame someone else.....? How do we know we're doing a good job? What feedback do we receive? And from who? How do we feel and why? What training do we get and on what and how often?