Customer Service Skills: The Managers Role (1 day)

Course Overview

Customers are becoming more discerning in their needs and are looking beyond service for memorable interactions and experiences. In today's competitive markets, managers are expected to deliver exceptional internal and external customer experiences.

This course is designed to equip managers with the knowledge to allow them to provide a role model for positive behaviour to enhance customer experiences.

Audience

For managers at all levels who want to deliver improved customer experiences either internally or externally.

Skills Gained

Delegates will learn to:

• Contribute to the internal/external customer experience
• Communicate effectively with employees and customers
• Demonstrate role model behaviour
• Value continuous improvement
• Improve customer retention levels and develop customer potential.

Course Outline

• The purpose of customer service and your role in providing it
• Understanding how to improve internal service; the relationship between the internal and external customer
• The Objective-Support Grid: its use to reconcile and share customer service objectives
• What do your customers think? The importance and value of feedback
• Communicating with customers: establishing their 'reality'
• Exceptional teams: the PERFORM characteristics
• Your role as leader: understanding the four stages of team development
• Skills to maintain and improve customer service; continuous improvement techniques
• Influencing and persuading techniques
• Negotiating effectively to establish positive outcomes
• Customer care case studies to consolidate learning
• Practical tips on improving customer service
• How to communicate benefits to your customers.

Customer Service Skills: The Managers Role (1 day) / CS-CS-DR