employee training                             Customer Service that Makes the Difference

OVERALL OBJECTIVE

The Customer Service that Makes the Difference Workshop, aims to ensure that participants learn
how to offer a comprehensive, relevant and efficient customer service by proactively determining
customer needs and servicing them appropriately, diagnosing the customer service transaction,
and improving customer service.

OUTCOMES

Participants will be able to:

• offer a comprehensive, relevant and efficient customer service
• determine customer needs and service them appropriately
• turn difficult enquiries or problems into positive outcomes
• devise and apply workable customer service strategies
• proactively provide desired customer results
• ensure good service leads to further sales
• improve customer service

CONTENT

Our Strategy

• Our Service
• • Definition
  • Components of the service
  • Stakeholders' service expectations
• The risks of Poor Customer Service or Inquiry Resolution
• Our Strategic Customer Service Plan

Our Customer

• Who is the Customer?
• What Does the Customer Need?
• Customer Relations
• • Best practice checklist
  • Problem customers or situations

Our Service

• Service Delivery Process
• Our Customer Service Standards
• • Setting them
  • Meeting them
  • Evaluating our delivery of them

Our Products

• What Products/Services are Available?
• Linking Products/Services to Needs

Ourselves

• Our Roles
• Competencies
• • Key customer service skills
  • Product knowledge skills
  • Related selling skills
  • Job process skills

Face-to-face, telephone, e-mail

• Voice
• Words
• Behavior

Assignment: Taking Your Service to the Next Level

 Customer Service that Makes the Difference

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