Benefits to you

Leverage from excellent customer service and go beyond customer service to customer satisfaction. Delight your customers and keep them coming back.

• Recognizing customers
  
• Customers’ expectations

Meaning of Service Excellence

• what the customer ‘sees’
• Keeping the service promise
• Credibility
• The human touch

Planning the Service System

• How to implement service quality
• Factors for effective customer service delivery

Creating and Maintaining a Service Culture

• Creating the service culture
• Designing a service- oriented selection process
• Task and personal attribute analysis
• Designing service procedures and piloting the process
• Logistical feasibility, validation and conclusions

Giving your Customers what they want

• The telephone and the courtesy transaction

Maintaining Service Excellence when Things get Difficult

• Handling dissatisfied customers
• Why customers get upset
• How vulnerable is your customer base and what you can do about it

Gaining competitive Advantage through Customer Service

• Rating your customer service
  
• Beyond customer service to customer satisfaction
  
• Keeping customer forever