Customer Service Excellence

Course Outcomes

Upon completing this course, participants should be able to:

• • Clarify what is meant by customer service
  • Explore who our customers are and what their diverse needs are
  • Understand the value of customer feedback procedures for improving quality
  • Two-way communication: open ended questions
  • Use questioning techniques to identify specific needs of customers
  • Explore the values and attitudes necessary for excellence in customer care
  • Discuss my role and responsibilities when serving customers
  • How to handle conflict and difficult customers
  • List the benefits of setting professional service standards for the organisation
  • Understand the concept of quality and quality management
  • Explain the importance of product knowledge in customer care
  • Receive and give honest feedback in order to learn from mistakes with difficult customers
  • Encourage team members to develop a self-critical approach
  • Monitor a Customer Relationship Management (CRM) system
  • Monitor customer feedback, analysing the data and rectifying the problems
  • Identify obstacles to, and challenges within, customer service programmes
  • Apply skills and techniques necessary for effective Customer Relationship Management (CRM)
  • Develop an understanding of how CRM creates value for organisations and customers
  • Develop a plan for exceeding customer expectations within a team environment
  • Prepare strategies for retention of customers
  • Set Key Performance Indicators (KPI’s) for customer service staff
  • Conduct a performance appraisal for customer service staff

For more information, please visit www.imsimbi.co.za