Course outline

The ultimate goal is of customer service training course increased customer loyalty and retention. This requires the integration of many different parts of a business, from senior management to the sales force, from marketing to production and human resources.

Course objectives

After this customer service training course, delegates will be able to:

• Recognise what 'customer service excellence' really means - to you and your customers
• Understand the logic behind spending more on valuable customers, rather than "one-size-fits-all" marketing
• Understand and shape the role of each employee in the customer value chain
• Identify 'best practice' in managing different customer situations, including complaints
• Motivate and maintain morale in front-line customer service staff and teams
• Integrate all aspects of your organisation to manage and exceed customer expectations
• Develop, motivate and inspire customer-value staff to deliver high quality consistently
• Measure and assess how well customer service standards and objectives are being achieved
• Overcome internal communication barriers
• Form stronger relationships with individual customers through interactive Customer Centric (CC) processes and standards