The nature of customer service has changed drastically in the last decade. People are more empowered, demanding a customer experience that extends beyond the sales counter and service line. While the fundamentals remain true, it takes more than a smiling sales person to ensure that customers come back.
In this course we analyse the aspects of your role that are customer facing in order to ensure you can utilise best practice models in your interactions. The course shows how to manage customers’ expectations so that you can create an outstanding customer experience for them.
This workshop delivers to you the following outcomes:
- A clarified understanding of what customers expects.
- A model to identify best practice on the phone, online & face-to-face
- Scripting to reduce conflict and head for a good outcome