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Customer Service Training
“Never underestimate the power of the irate customer” William Davis
Now, more than ever before service has become a key area where your business can increase turnover and at the same time win customers from your competitors. We buy based on emotion, not logic and we respond to companies who demonstrate that, as customers, our needs and concerns are important. Poor service costs dearly.
It's not much to ask
Customers like to feel important, welcome and appreciated. They want speed and efficiency and they want to deal with nice people. It’s not much to ask. And when they don’t get it, they walk. And it costs...
Be Customer Focused
Excellent customer service requires the collective commitment of managers, supervisors and frontline employees in order to create and maintain a strong customer focused philosophy. Our courses explore that philosophy and examine the skills, behaviours and attitudes needed to anticipate and deliver quality care to both internal and external customers.
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It's not 'One size fits all'
All our courses are third generation – they include the best of first and second generation customer service thinking (resolve complaints, display empathy) but go further to embrace customer loyalty, taking ownership, GEM – going the extra mile)
Golden Apple Customer Service training courses can be tailored for your specific needs and can include case studies, role play and scenarios relevant to your organization or industry. The course content can be chosen according to your unique requirements so it’s not a case of ‘one size fits all’ Course content can include:
- Defining excellence
- Good v Excellent
- degree warmer, 1% better
- Consequences of mediocrity
- Attitude is a Switch
- Real Value of a Customer
- Barriers to Service
- Personal Benefits of delivering excellence
- Everything counts Developing a customer centric approach
- Customer Service = Your Service
- You are your most important customer
- Colleagues are Customers too
- Impact of a team spirit
- Creating a positive workplace
- Creating a memorable experience for customers
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- Communicating with customers
- Body language: managing impressions
- Power of listening/language
- Telephone Skills - it’s your call
- Writing Skills – the 4 Cs
- GEM – Going the extra mile
- What customers really want
- 5 Reasons why customers don’t return
- 3 Why customers don’t complain
- 8 Reasons why customers complain
- Customer feedback and listening channels
- 7 Steps to customer problem solving
- Dealing with difficult encounters
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