Quality Customer Service

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How can you build quality customer service skills in your people (not just those on the front line)?

Our one-day workshop "Delivering Quality Customer Service" helps people at all levels of an organisation to understand that we all have customers, and we can all affect the satisfaction of the end customer.

Customers may be external (e.g. retail buyers, wholesalers, dealers, government agencies) or internal (e.g. our supervisor or team, other departments or branches). They all have certain needs, wants and expectations of us in our various roles.

Course participants will address the questions:

Who are our customers, what are their needs, wants and expectations?
What is customer focus, how important is it and how do we apply it?
What does "quality" mean, who defines it, and how do we deliver it?
How do we manage difficult interactions with customers?
How do we manage enquiries, feedback and complaints, and turn dissatisfied customers around?
What barriers to quality customer service and satisfaction exist in the organisation, and how do we overcome them?

Does everyone think that quality customer service is something they are responsible for?

Front-line sales and reception staff know they have customers, and understand the importance of giving quality customer service, but what about "internal", "admin" or "support" staff? For example:

Do accounting staff think that they have customers to serve, or do they just look after the books?
Do I.T. people think they have customers to serve, or do they just keep the hardware functioning and de-bug the software?
Do legal staff think they have customers to serve, or do they just look after contracts and other legal issues?
Do engineers think they have customers to serve, or do they just design bridges?
Do HR people think of the staff as their customers, or do they just deal with issues, performance and payroll?

Course participants look at their own "customer value chain", to see how everyone is inter-linked, and affects overall customer satisfaction.

Take advantage of our quality customer service expertise

Take advantage of the knowledge and expertise of our experienced facilitators, who have managed customer service centres and sales in a global organisation, and have first-hand knowledge of customer satisfaction measurement and improvement in a range of corporate cultures.

Course participants will gain tools, techniques and skills to understand and deliver internal and external quality customer service in a range of environments, whether local government, corporate, call centre, retail or not-for-profit.

What will people learn about delivering quality customer service?

Identify your customers (internal and external) and your customer value chain
Understand and apply a Quality Customer Service framework or model
Understand "customer focus" and balancing customer and supplier needs
Deal confidently with customer enquiries, complaints and disputes
Use customer satisfaction measures and feedback to generate improvement
Identify and overcome barriers to internal and external quality customer service
How to use various tools and techniques to improve service and satisfaction

Have the "Delivering Quality Customer Service" course tailored to your needs

Just as all customers have their own needs, so your organisation might want the content and approach tailored to suit your environment or processes. We have the skills and experience to build a course suited to your needs - part of the quality customer service offered by ProFocus.

2010 - Make it a year for Learning!

Free training and development needs analysis!

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