"Customers are the lifeblood of an organisation. Organisations that nurture and respect these relationships serve the needs of their customers, which leads to long term relationships that benefit both parties"
WHO SHOULD ATTEND
All staff! Everyone has internal customers within the business
Anyone dealing with external customers
Sales people and Debtors Clerks
Managers wanting to improve inter-departmental relationships
Managers working with external customers
HOW YOU WILL BENEFIT
Customer service will improve – to both internal and external customers
Internal relationships are enhanced
Sales may well pick up as professional relationships grow and customer service agents develop a passion for serving their customers
Skills and techniques for interacting better with customers are developed
Measurement techniques are learned, which enables continuous improvement
WHAT WILL BE COVERED
The supply chain
Internal and external customers
Strengthening internal customer service orientation
Strengthening external customer relationships
Vocal intonation and Body language when interacting with customers
Establishing rapport and developing professional relationships
Setting customer service standards and measuring these
The high cost of poor service
Measuring customer service against organisational standards, and determining corrective action
Performance evaluation for customer service personnel
Methods of obtaining customer feedback
Providing feedback to line managers and personnel
Taking Corrective action
Official course name:
Monitor the level of service to a range of customers