Customer Service Delivery
Customer service Delivery for Managers
Excellent Service delivery is a strategic tool for business performance as recent studies reveal a direct relationship between an organization’s bottom line and her perceived level of service quality.
Customer’s perception of a business or organisation’s service quality is shaped by their interactions with the staff in the organisation either by phone, email or in person. Many organizations cannot boast of great customer service because of the failure of their staff to see the link between customer service
and profitability, and to their inability to understand and shape customer expectations.
These failures manifest in poor attitudes to customers and slow response time to customer requests, ultimately impacting on the organization’s profitability.
This course has been designed to link good customer service with the strategy of your business or organisation thereby improving the organisation’s bottom line through great service delivery.
Participants would be empowered with actionable tools and concepts to build great customer
At the end of the course, participants would:
Understand the link between good customer service and an organisation’s bottom line.
Apply the pillars of effective customer service in their day-to-day interactions with customers.
Motivate participants to set aggressive and realistic service quality standards for both internal and external customers.
Communicate effectively to better serve internal and external customers.
Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element.
Manage different types of customers and exceed their expectations
Learn techniques for handling difficult customers
Demonstrate an understanding of questioning and listening skills.
Personalise techniques for managing stress
Ability to demonstrate proper telephone etiquettes to enhance your image and that of your organisation
Apply the techniques to handle different difficult caller situations
Understanding the impact of professional etiquette
Exploring the elements involved in communicating as a professional
Developing strategies to improve professional behaviour.
Developing customer service standards
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