Fundamentals of Customer Service Excellence
2 days|Delivered on request
Fundamentals of Customer Service Excellence is built for delegates who need to be useful in this area quickly. It starts at first principles and works through negotiation in sales and voice of the customer programmes without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with sales forecasting, complaint handling and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Take ownership of sales forecasting rather than escalating it, measured against recognised service design practice
- Put complaint handling on a footing they can defend to a reviewer
- Review telephone and contact centre skills and say plainly whether it is working
- Spot where service standards is failing before it becomes a finding
What the course covers
- Negotiation in sales
- Voice of the customer programmes
- Sales forecasting
- Complaint handling
- Telephone and contact centre skills
- Service standards
- Objection handling
Who should attend
- customer service managers
- contact centre team leaders
- branch managers
- key account managers
