Customer Sense Service Excellence Training

Learning Outcomes:

• Identify the level of service required to distinguish their organisation from others
• Understand the value of the customer in terms of business profitability, growth, referrals and feedback
• Recognise that anything that does not create value for the customer is simply creating unnecessary noise
• Estimate the strength of their teams’ customer knowledge
• Estimate their teams’ service skills
• Estimate their teams’ experience in satisfying customers
• Understand the basic characteristics and behaviours required to support excellent customer service
• Understand what customers want and how they make purchasing decisions
• Understand that service excellence requires excellence throughout the value chain
• Realise that we are all essentially providers and receivers of service
• Identify their position in the value chain
• Identify how they can improve the level of service they offer within the chain
• Identify moments of truth within their organisation
• Share experiences of what can and has gone wrong in the past
• Deal with dissatisfied customers constructively
• Identify ways to prevent problems from reoccurring
• Document best practice for satisfying customers