The cost of indifference

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In today’s fierce competition in the delivery of goods and services, service quality can mean the difference between success and failure. Customer service is much more than smiling and saying thank you- it is about designing systems and procedures for the business to consistently deliver excellent service every time. Why is it that some companies struggle to maintain customers while others retain them and expand without expensive advertising campaigns?

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Programme Content

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• Develop a philosophy of customer service throughout the whole organisation

• Analyse and then meet customers’ needs

• Develop communication skills which attract and retain customers

• Maintain professionalism in customer service

• Deal effectively with complaints and difficult clients

• Make the telephone work for you

• Find and create windows of opportunity in providing excellent customer service.

 

Length: One or two full days