Overview

Participants such as Field Service Reps, Sales Representative, Accounts Executive, Sales/Marketing Supervisors, Managers and Customers Service Representatives in this four and a half (4.5) hour programme will gain the knowledge and skills on how to apply exceptional customer service and ensure customers are retained.

Training Objectives

The participants in this course whether an individual or a team will gain greater self-awareness and the skills set in order to deliver exceptional customer service differentiating them from the competitors.

Topics Areas

  • Defining Customer Service
  • Understanding Customer Service Providers
  • Who are your customers (Internal/External)?
  • Customer Service and Revenue
  • Understanding the Customer Service Strategy
  • Mastering Walk in Service
  • Mastering Telephone and Electronic Service
  • Mastering Face to Face Service
  • Satisfying the Basic Needs
  • Understanding Customer Problems
  • Going the Extra Mile
  • Winning the Customer
  • Customer Service Feedback Collection
  • Customer Service Key Performance Indicators(KPI’s)
  • Understanding the Lifetime Customer
  • Customer Psychology and Relationship Management Strategy