Customer Acquisition Strategies in Service Industry Course outline

make a real contribution to a positive work culture. Our comprehensive course will build on your existing skills and help you develop new strategies to improve service levels, understand and

connect with your customers and facilitate constructive outcomes when dealing with customer dissatisfaction. Case study examples are from a wide range of service organizations. These are

organizations that have gone the extra mile to achieve Customer Service Excellence and wish to share their experience. We are developing our case study pages and would welcome any further examples, showing the difference Customer Service Excellence has made to your organization. We are also looking for best practice examples which can be applied to all services. Take action now!!

NEW SKILLS YOU WILL LEARN

1. Identify what you and your organization have to offer customers and clients
2. Understand and manage customer/client expectations in different situations
3. Employ service excellence strategies to retain current and attract new customers
4. How to a professional through body language, effective questioning and active listening
5. Deal with customer dissatisfaction situations effectively resulting in constructive outcomes
6. Review your performance and plan for customer service improvement
7. To enhance external & internal customer relationships by delivering a consistent superior customer experience
8. Delegates will develop the ability to connect with customers in a caring & responsive manner
9. To efficiently & successfully resolve queries, supply relevant information & conclude every interaction on a positive note

หัวข้ออบรม

           1.1 Be an outstanding company ‘Brand Ambassador’

                      – Create positive ‘moments of truth’

           1.2 Establish a WOW ‘first impression’

                      – adopt welcoming & appropriate body language

                      – present a professional image through adopting an appropriate dress code

2. Ensure Ongoing Positive Customer Relationships

           2.1 Make sound recommendations & confirm the ‘next step’

           2.2 Close each call in a way that leaves the caller satisfied & wanting to come back

           2.3 Recognize the importance of E-mail’ etiquette.

3. Understand your Customers

           3.1 Customer behavior & expectations

           3.2 The rising power of the customer

           3.3 Meet, manage and exceed customer expectations

           3.4 Deal with changing expectations

           3.5 Steps in the customer service process

           3.6 The loyalty leader

4. Retain Customers with Service Excellence

           4.1 What is service excellence?

           4.2 Why retain current customers?

           4.3 Care for existing customers

           4.4 Provide an accessible service

           4.5 Understand legislation and standards around consumer rights

           4.6 Promote your organization

5. Connect with your Customers

           5.1 Develop a relationship between you as the service provider and the customer

           5.2 Inspire confidence and build trust both as an expert and service professional

           5.3 Become aware of the importance of body language and active listening

           5.4 Make use of effective questioning

           5.5 Present information to customers as valued individuals

           5.6 Face to face and telephone conversations

6. Deal with Customer Dissatisfaction

           6.1 Tips and techniques for effective complaint handling

           6.2 Preparing to handle a complaint: a step by step guide

           6.3 How to increase the likelihood of a positive outcome post-complaint

           6.4 The value of customer feedback

           6.5 Service recovery

7. Improve Customer Service

           7.1 Review your performance

           7.2 Plan for service improvement

           7.3 Acknowledge the importance of the full customer experience

           7.4 Q&A- Workshop

1. Service Engineers
2. Technical Support
3. Call Centre Agents
4. Help Desk
5. Administrative
6. Secretarial
7. Broker Support

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