Competent Customer Management
Duration - 1 Day
Dissatisfied customers talk a lot more about bad service than satisfied customers talk about good. In addition, no more is this the case than in the public service, where local and national media are only too happy to highlight the stories of dissatisfied customers. Therefore, it is essential that public sector bodies make every effort to maintain their reputation with their customers. Building customers' trust and goodwill through the way you treat them is as vital as what you provide.
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Objectives
At the end of the course the participants will understand:
- The principles, attitudes and skills essential for a quality service experience
- The ways to create a positively memorable service experience
- How to identify opportunities to excel and build customer loyalty
- Recognise the importance of treating colleagues as customers
- Project the right image face-to-face and on the phone
- Turn around customers' dissatisfaction and complaints
- Say "no" constructively, and give bad news
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Overview
- Customer care – a must have?
- Meeting and exceeding customers' expectations
- The service complement - competence and care
- Creating loyalty and goodwill
- Projecting a professional image
- Face-to-face, on the phone and e-mail
- Dealing positively with more difficult situations
- Customer service styles and their consequences
- Saying "no" constructively
- Giving bad news
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