Managing Customers
Do you understand your customers' expectations? Do you understand what's important to them? How do you define excellent customer service?
Systems, not smiles, are the starting place for excellent customer service. This programme is tailored for either people managing customer service or front line customer service staff working face-to-face or on the telephone.
At the end you will:
- define customer service using the RATER principle
- recognise moments of truth for customers
- set clear customer service standards
- recognise customer needs and meet them
- manage interactions with different customer types
- define different levels of customer service
- communicate effectively verbally and non-verbally with customers
- manage difficult customers effectively
- develop approaches to gaining customer feedback
- develop customer friendly systems and procedures.
Why is this important?
Customers have choices. If you don’t manage their expectations, your competitors will. If you’re in the public sector, your customers may not be able to go elsewhere, but without good customer service your reputation will suffer.
