Customer service exellence workshop
This intensive one-day programme is designed to equip businesses and organisations to become the brand of distinction in the minds of their customers by learning how to consistently deliver exceptional customer service experiences that set them apart.
This dynamic programme will provide the tools and skills for delighting customers and to ensure that they keep coming back. You will learn how to improve your customer relationships, consistently deliver exceptional service experience stand out as the 'brand of choice', build a successful customer-centric culture and ultimately entrench your advantage in a competitive business climate.
Benefits of attending
Transform the customer's perception of your brand and your business
Build a customer-centric culture that consistently delivers world class service
Strategies to increase customer satisfaction by delivering better, faster and outstanding service experience
Insights into how to attract and maintain repeat business from customers
Know what customer expectations are and how to exceed their expectation levels
Learn how to enhance credibility with customers
Equip yourself to manage stressful customer situations more effectively
Better identify signals of customer dissatisfaction and how to find workable solutions to customer issues quickly.
Turning complaining customers into brand ambassadors and advocates for your business
Focus areas of workshop
Service experience as the only competitive advantage that businesses have.
How do you rate - measuring the current effectiveness of your company's efforts in giving outstanding service.
The WOW Service Toolkit for delivering consistent customer service experience success.
Establishing your brand experience promise.
The relationship between customer perception of your brand and the success of your brand.
Successfully engaging your internal and external customers
No culture, no service - creating a passionate customer-centric culture that is consistently delivers world class service.
Identifying and focusing on customers' top expectations and how to exceed those expectations
Building immediate rapport and establishing credibility with customers.
Rules of engagement in customer service - what works and what does not work.
Using customer service to entrench your competitive advantage.
Techniques to make customers feel comfortable and taken care of.
The power of communication - using verbal and non-verbal language to enhance the customer service experience
Dealing with challenging customers and techniques to avoid customer turnoffs.
Effective tips for bouncing back from customer service challenges.
How businesses can create great touch point experiences for their customers - in person, email, telephonically, etc.
Who should attend?
Customer service representatives
Account managers
Call centre staff
Entrepreneurs and small-business owners
Managers who want to enhance their customer service skills and upskill their staffs
Time: 08:30 - 13:00
Venue: Bytes Conference Centre, Midrand, Johannesburg
Cost: R550 per delegate