As markets become more sophisticated and customers more demanding, competition between businesses is becoming stiffer. To prosper a business needs to stand out from the crowd – how? By giving superior service.

This course will enable those in ‘client facing’ roles to develop those attributes necessary to provide excellent service and communication skills aligned to the all-important customer need.

Those in sales and service related activities who handle Customer accounts with a view to keeping customers totally satisfied and coming back for more

• Why are good relationships with customers important?
• Four questions to consider at the outset
• Each contact is a ‘moment of truth’ – get the communication right
• Creating the critical first impression
• It’s a people thing
• Why do we loose customers?
• Encouraging complaints
• Who are the customers?
• Selling to individuals – not organisations
• Communication and inter personal skills

• Encouraging customer loyalty
• Being customer driven
• Understanding customer requirements
• What do they want?
• How well do you meet their expectations
• Are you capable of meeting their expectations
• Culture and organisational considerations
• Are you ‘customerised?’
• Creating a customer-keeping vision
• Saturating your organisation with the voice of the customer
• Smash barriers to customer winning performance
• Quality of customer service

• Product quality
• Service quality
• Asking your customer what would they like to have measured
• Set targets for performance
• Measure performance

• When things go wrong
• Don’t take it personally
• It’s a question of the right approach
• Problem or opportunity?
• Managing complaints