s.u.p.e.r.b. customer service



Objectives

Satisfying the Customer cannot be dependent upon the one person who is dealing with the Customer, or the mood of the moment, so the primary objective of the course is to create an "ethos" where Superb Customer Service is the responsibility of everyone from the newest recruit to senior management.

Target Audience

Suited to all staff interfacing with internal and external customers.

Module I :

This important module demonstrates the importance of setting standards of performance to ensure that all customers are made to feel Welcome, Important, Understood and Comfortable.

Module II :

In this module all team members will put the new standards into action when answering the telephone in a variety of scenarios and learn how to create a great first impression every time they pick up the telephone.

Module III :

Serving the internal customer: Here team members accept personal responsibility for "making things happen" and adopt an attitude of "IF IT IS TO BE, IT IS UP TO ME".

Module IV :

Communication Skills are essential if we are to satisfy the ever increasing demands of modern customers. Participants will learn the basics of communicating with others through “What you say”, “How you say it”, “Body language”.

Module V :

Show the customer you care by welcoming opportunities to satisfy unhappy customers. Applying the 5 Guidelines in handling a complaint call in this highly interactive module keeps both parties in their comfort zone and regains the Trust and Respect of valued customers.

Module VI :

Customers like to be appreciated, so an important step in S.U.P.E.R.B. Customer Service is to remind customers that they are special by thanking them regularly. The 4 ways to demonstrate appreciation to a customer introduces participants to innovative ideas to show appreciation.

Key Learning Outcomes:

At the end of this course participants will be able to:

  • Set the standards in providing S.U.P.E.R.B. Customer Service.
  • Use the telephone to create a great first impression every time they pick up the telephone.
  • All team members will learn how to provide S.U.P.E.R.B. customer service to the internal Customer.
  • Communicate."what you say - how you say it and body language".
  • Handle customer complaints effectively.
  • Show Customers that they are valued and appreciated and encourage customers to return willingly, continuously and with a genuine desire to share their business with you.