The key to Customer satisfaction, loyalty and retention is to consistently deliver a level of customer service that exceeds and even anticipates the Customer's expectations for added value.
Customer satisfaction and loyalty are directly tied to the quality of your Customer relationship management and the Customer has to feel good about doing business with you. To achieve this it is necessary to build and enhance a Customer service culture and to train employees engaged in this role.
External Customers have a choice, but what about internal Customers? They have no choice and so it is essential that people providing internal service strive just as hard to provide the added value needed by their work colleagues who directly provide Customer service.
This training will provide both internal and external service operatives with the understanding and techniques to contribute to a high standard of Customer service.
|Prerequisites||Good level of course language and openness to new ideas.|
|Who should attend||All individuals who provide external or internal Customer service.|
|Languages||English, French, Dutch and German|
|Nb of participants||10 participants. Attendance is limited per session to permit the optimum role play, recording and feedback|
|Duration||2 days plus 1 follow-up day after a period of two months.|