Developing Customer Focus - 1 Day
Applicable For: All customer facing staff
Overview
Great customer service is at the heart of most, if not all, successful organisations.
Customers, however, have become more demanding and less loyal than ever before. Marketplaces are increasingly crowded with companies offering alternative services, and new suppliers are only a Google search away. Furthermore, the cost of failing to delight customers can be devastatingly high. Dissatisfied customers have many ways to publicly share their negative views (be it social media, customer feedback platforms such as Trip Advisor or personal blogs and have become more likely to do so). At the touch of a button, customers can assess your ability to deliver excellent service and to compare you with hundreds of other suppliers.
This leads to a situation where customer expectations are rising faster than most organisations’ ability to develop customer service.
In order to deliver good customer service staff must deal with the moods, temperaments, expectations and misunderstandings of a wide variety of customers. It takes a great deal of psychological and emotional energy, however, to be considered excellent, they must not only respond to, but also anticipate the needs of their customers. This requires a type of thinking that we call customer focus. Delegates will learn how to apply this type of thinking at every stage in their career.
The aim of this seminar is to help your staff to identify practical ways to deliver superior service and value to your customers.
Key Issues
- Defining excellence in customer service
- Understanding our customers
- What do customers expect of us
- How customers form their opinion of us
- Why customer service is important
- Why customers stop doing business with us
- Dealing with customers on the telephone
- Dealing with customers face to face
- Developing “active listening” skills
- Anticipating customer needs
- Developing a sense of responsibility for the customer experience
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