Customer Service
“You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.” - Jerry Fritz
“Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution.”- Rick Tate
“Customer service is not a department, it’s everyone’s job.” – Anonymous
Without exceptional customer service, it is only a matter of time that the business goes down and ultimately ceases to exist. First and foremost reason for providing excellent customer service is that it is easier and cheaper to retain the existing customer. It costs about five times more to acquire a new customer than it costs to retain an existing customer. By providing great service, overall problems of a business are reduced. Through exceptional customer service, customer loyalty increases leading to much greater stickiness. Not only this, the delighted customers spread word-of-mouth publicity which money cannot buy. The excellent customer service also strengthens the brand and improves the perception of the public about the organization.
This programme would drive home the importance of exceptional customer service and how exceptional customer service can be given.
Learning Outcomes
Through this Customer Service workshop, the participants would be able to:
- Learn to recognize and provide not "good" but "exceptional" customer service.
- Learn how to "wow" your customer.
- Master techniques for dealing with difficult customers
- Explain what customer service means in relation to internal & external customers
- Apply outstanding customer service techniques to generate return business
- Realise the importance of three Vs of communication while dealing with customers
- Recognise the importance of listening and empathy in creating positive relationship with customers
- Describe the impact of poor customer experiences
- Prepare an action plan for better customer service
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