Customer Service

Our Service Program, HUMAN TOUCH, is a generic program aimed at ensuring Customer Service, in any industry, is enhanced to include pre and post service situations. In other words, Customer service begins before the human interaction and its impact remains influential long after the last good bye. Service is, and will almost certainly remain, one of the single most defining points of difference for your customers. This program explores the methods, types and opportunities that service excellence provides your business. The course shows simple yet effective ways to set and maintain simple yet superbly effective customer service standards. It also ensures you look at service which not only focuses on staff-customer interaction but also focuses on the other often overlooked elements such as the residual emtions left in the customer, the opportunity for future business and the ability to influence that most powerful marketer of all - word of mouth.

The program includes a unique and quick set of reminders approximately 30 or 60 days later to all delegates. 

Content includes:

• An analysis of great service models
• The 4 Essential Elements
  • A Personal (Human) approach,
  • A Predictable, speedy methodology with no surprises,
  • A Resolution focus,
  • A first and last impression
• The components of service
• 6 steps to standardisation
• Customer Types and Customer Needs
• Questioning, listening and body language skills
• Personal Judgement
• Dealing with difficult customers
• Do's and Don'ts
• Most common complaints and resolution methods
• After sales service
• Follow up calls