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| Northpoint-Infinity Training Programmes |
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| Northpoint-Infinity Customer Service Skills |
In the competitive landscape companies operate in today most of their products and services are readily available from other suppliers and channels. Customer service skills can make a significant difference to loyalty and retention. Although the product or service may have seemingly unique features, at a fundamental level the basic product or service is often far from unique. You will need to hone your organisation's customer
service skills to make a difference, that difference can even compensate for significant shortfalls in performance - the people factor will shine through.
So why does a customer choose to use a supplier in preference to another? What makes customer return? Word of mouth travels fast if you are good at meeting customers' needs and even faster if you are not. If a customer is dissatisfied with the quality of service they receive, they will seek out another supplier - even if the product is of a lower quality. This customer service skills programme promotes the necessary foundation knowledge, language techniques and behavioural practices to provide excellent customer service.
As each industry has its own challenges the content is contextualised for each situation. However there are common themes that run through all customer service skills and customer care initiatives that include:
- Dealing with awkward Customers Handling complaints effectively How to actively reduce future complaints Controlling aggression and violence Other difficult face-to-face situations On the telephone Remaining professional and polite under pressure Problem solving
- Everyday time and resource management
-Creating customer solutions
-Positive mental attitude
-The smile, acknowledge and connect
We have specific experience of the following sectors and would use that hands on experience to create your customised programme.
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