Exceptional customer service

You'll learn

• The principles of quality customer service and the role of the customer service manager.
• How to identify and understand customer expectations.
• A simple framework to help you manage customer service.
• Practical tools to develop a customer service strategy and set service standards.
• Techniques to help you motivate staff to provide outstanding service.

You'll be able to

• Build exceptional customer service.
• Boost competitive advantage, repeat business and word-of-mouth referrals.

Course outline

• The customer service dilemma
• The 21st century environment
• Customer satisfaction in the 21st century
• Customers as an economic force
• Essential team roles
• Changing expectations
• Current and potential customers
• Barriers to customer service
• Analysis of need
• Collaborating to serve the customer
• Internal and external customers
• Relationship building model
• Staff requirements
• Setting standards
• Service delivery
• The cycle of service
• Evaluating your own service
• Moments of truth
• Communication
• Elements of service delivery
• Turning transactions into experiences
• Influencing results
• Difficult service situations
• Word of mouth
• Saving the situation
• Measuring performance
• Behavioural types
• Rating customers
• Customers feedback
• Effective record keeping
• Improvement through action
• Plan, do, check, act

AU$299