Quality Customer Service.

Course Outline

• What does Customer Service mean to you?
• Customers Within Organizations
• Customer Focus
• The Five Keys to Quality Customer Service Delivery
• The Power  of Listening 
• How to Treat Your Customers -Customer Service Delivery Behavior
• Developing Positive Relationships with Customers

Course Objectives

To provide Participants with a level of understanding of the importance of the Customer to the business outcomes and the objectives of the organization and in particular

What is Customer Service

• The Objectives of Customer Focus
• Understanding Customer Expectations
• Develop relationship with customers – both internal and external which enable: :
• Moving from reactive to proactive as a state-of-mind
• Identifying and highlighting customer issues before the customer does
• Identifying new processes and systems which ideally fit or compliment the customer needs or requirement.
• Communication
• Listening skills

Learning Outcome

The benefits to Participants of this program are that they will:

• Learn the value of the customer (both internal and external) as they directly relate to the objectives of the organization
• Have an understanding of the value of having a clearly defined customer focus
• Understand the importance of listening to the Customer
• Understand how to make proactive customer-focus a priority