Turn Your Customers Into Loyal, Raving Fans

Customer Service Course, 1 Day, Outline: 

Stand out from your competitors and build loyal customers who will become your ambassadors, buying from you repeatedly and recommending you to their friends.

What you will learn: 

·         Why it’s more than lip-service or ‘have a nice day!’

·         How to truly connect with your customers.

·         Why treating others as you wish to be treated is the wrong approach – and what to do instead.

·         The ingredients of great customer service.

·         Different communication styles to engage with different individuals.

·         How to handle complaints and difficult customers with ease and grace.

Morning

Exploring why great customer service is important - What’s in it for everyone concerned – the company, the employee and the customer.  Identify what makes the difference between bad, good and great service.  The 3 Key ingredients of great service.  Understanding how customers are different and recognising different approaches.

Afternoon

How communication can be a trap that creates barriers – or alternatively how it can build rapport and turn our customers into raving fans.  How to deal with difficult customers and complaints. Next steps – committing to making a difference.