Customer Service: Good Service is Good Business

Course details

Customer Service - How to raise the bar to deliver positively exceptional service.

In this online Customer Service course, Nina Sunday informs, inspires and motivates you to take immediate positive steps to implement world class, best practice customer service. Includes exercises to brainstorm practical action steps to make it happen.

Here's a sample of the knowledge and skills you'll master:

• What is Customer Service?
• How to exceed customer expectations
• What makes customers stay, and the reasons they leave
• How to resurrect lost customers
• The 80 / 20 Rule - why you should 'super-serve' your top 20%
• Why finding new customers costs five to seven times more
• The lifetime value of existing customers
• Responsiveness - how can we improve
• Importance of developing lasting relationships
• The value of a Vision Statement
• Dealing with difficult clients and complaints
• How to do 'service recovery' and turn an irate customer into a positive advocate
• How to make your customers love you and tell everyone they know

Don't just take our word for it.

'The training video worked well. It's well-produced and had a positive effect on personal productivity.

The touch of humour and levity maintained interest and was better than a presenter being too solemn or earnest.'

John Craig, HR Director, Newington College

Lectures:

1. Introduction
2. S- Say, Stay, Smile, Standard, Suggestions
3. E- Eye contact, Exceed expectations, 80 / 20, everybody
4. R- Reputation, Responsiveness, Relationships
5. V- Vision, Lifetime value of existing customersI- Interruption - NOT, Continuous improvement
6. C-a Complaint is a gift, Compliments, Courtesy
7. E- Empowerment
8. Love your customers