Maintaining Customer Satisfaction

SCHEDULE

No schedule at the moment

If you have three or more candidates or you would like to run this course as an in-house programme, please contact us.

COURSE AIMS

Maintaining customer satisfaction gives an organisation a competitive advantage in the marketplace and is a key factor that keeps customers coming back. Successful organisations understand the importance of developing a customer centric mindset to increase customer satisfaction and brand loyalty.

With an ever increasing range of choice available to customers: choice of supplier, choice of service, choice of product etc., their loyalty is determined by the quality of the experience they receive. Discover strategies and world class best practices to provide excellence in customer service and customer satisfaction.

WHAT WILL YOU GAIN FROM THIS COURSE?

  • Measure and assess how well customer service standards and objective are being achieved
  • Develop a strategy to implement world class ‘best practices’
  • Enhance communication, persuasion and conflict resolution skills
  • Explore communication and interpersonal skills as a vital tools in customer service
  • Discover the importance of setting and reviewing customer service standards
  • Understand internal and external customer expectations
  • Set SMART objectives to become more productive
  • Know how to handle difficult or demanding customers in a professional manner
  • The relationship between work life balance and an increase in job satisfaction

SAMPLE COURSE CONTENT

Below is an example of the course content. The content can be ‘tailored’ to meet the exact requirements of the client.

Foundations of a Customer Centric Organisation
  • What is customer service excellence?
  • What do you want your customers to experience?
  • The importance of your internal customer
  • Discover how customer service can enhance customer loyalty and build employee morale
  • First impressions last – what do your customers see and hear?
  • Body language and non-verbal communication
Customer Centric Culture
  • What do your customers want?
  • Explore the ‘customer experience’ journey with your organisation
  • What are your competitors doing?
  • Leadership Essentials
  • Shaping customer expectations – perception versus reality
  • What is world class customer service?
  • The ingredients to world class customer service?
  • How are you going ‘that extra mile’?
  • Customer personality types
The Customer
  • Realign the customer experience in line with demand
  • Creating favourable customer service ‘experiences’ within your company
  • Listen, act and deliver on customer needs
  • The best and the worst rated worldwide companies in customer service
  • Motivating others to deliver superior customer satisfaction
  • What is customer loyalty?
  • Developing the process that nurtures customer brand loyalty
Customer Satisfaction – Measuring and Monitoring
  • What is it important?
  • Why customer feedback and complaints are critical to the process?
  • Creating quality customer service satisfaction standards
  • Best practices for recording and monitoring customer service issues
  • Using diagnostic tools to evaluate trends and opportunities for performance improvement
  • Creating processes to resolve customer dissatisfaction
  • Dealing with difficult, angry and aggressive customers
  • The Customer Service Quality Control Checklist
Excellence in Customer Satisfaction – The Journey
  • Setting performance goals
  • Developing a customer centric training programme
  • The importance of attitude, teamwork and professional development
  • Empowering and motivating customer service employees
  • Employee recognition initiatives
  • Coaching and mentoring strategies
  • The importance of an ‘Action Plan’…

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