Most businesses concentrate all their marking effort on attracting new customers, but smart businesses focus on providing a customer experience so fantastic that they’re able not only to retain their existing customers but they also attract new ones through word of mouth from existing customers.
In this course you’ll learn how to develop a customer-centric strategy and put in place the people, processes and systems to create the wow factor and transform your customer experience.
This course offers owners and managers of small to medium sized enterprises the opportunity to grow their profits organically, without spending a fortune on marketing.
Customer service is an important element a business should master.
Your customers are your lifeblood, keeping them happy and coming back is what fuels your business. Without them nothing else matters.
From an online purchase to a lunch outing with friends, everyone has a story of how they weren’t treated the way they felt they should be at a business.
When we patronize a business we have preconceived notions of how we should be treated. If they are not met, we feel dissatisfied and often give negative reviews of our experience leaving family and friends much less likely to experience the business themselves.
If our expectations are exceeded and we leave the experience very satisfied, the chance of spreading the word and sending others to the business increase dramatically.
The course is aimed at providing you with the opportunity to enhance your Customer Service skills in a way that will truly differentiate you from the competition.
We will explore different models of high quality customer service strategies to improve your skill sets, and tactics that you can easily acquire and start implementing immediately.
Furthermore, you will learn how to handle any complaints you receive in a totally professional manner.
You will be introduced to the benefits of customer relationship management (CRM) and will learn how it can become the vehicle that drives up your standards of service.
The most important elements of the course include:
- Face-to-face contact with your customers
- The most effective use of telephone, email and CRM in the communication process
- How to deal with difficult or angry customers
- Liberating yourself so that you can truly enjoy the customer experience
Who this course is for:
- This course is designed for owners and managers of small to medium sized enterprises with an existing customer base. Many of the examples used are based on a business to consumer model but are equally valid for business to business.
- This course is also designed for sole traders or freelancers, most of the principles covered are applicable to this group.
- People who need to make strategic decisions about how their customer service levels need to be improved
- Customer service relationship managers
- People in the front line of customer service
- Everyone involved in relationship development and client acquisition