Customer Service Management

Course Introduction:

Most Organisations spend more time, money and energy trying to source for new customers than they spend retaining their existing customers.

You save time, energy and money to keep current customers happy than what you spend recruiting new ones. Loyal and happy customers tell people about your business through word of mouth recommendations.

This intensive course is geared towards giving delegates the necessary skills to build and manage customers’ relationships and loyalty in their work place. It will also give them the skills to react calmly and positively with difficult customers.

Who Should Attend:

Staff who have relationships with clients and whose actions can have significant impact on their company’s reputation. The level of staff expected are:

• Managers in customer service department

• Staff who discuss International business

• Operations staff that have contact with the public

• Public Relations officers

• Staff in all departments

Training Outcomes:

By the end of the programme, delegate will be able to:

• know his customers and their expectations

• know the importance of an excellent customer service

• understand customers loyalty

• have a recognition of the significance of good and bad service on customers’ loyalty and his bank’s reputation

• use his customer service skills effectively

• develop a customer service strategy that suits his organisation

• handle customers professionally

• manage difficult and demanding customers

• know how customer relationship management adds value and improves the quality of customer relationships

• manage customers’ expectations and also exceed them

• understand the principles, attitudes and skills essential for delivering an excellent customer experience, to gain, maintain and grow existing relationship

• use listening skills to address customers needs

• understand the dynamics of customer service in his organisation

• have ability to turn around customers’ complaints and dissatisfaction

• manage a difficult situation with ease

• create a professional image on the telephone