Critical elements of customer service


Excellent service has become the basic expectation of every customer. Therefore, any organization that cannot distinguish itself through great customer service is shooting itself on the legs.

Nigerians are expecting to see a new orientation, which will place customers in their rightful position as ‘kings’. This programme will help your team to reinforce their understanding of the necessity for a high service culture and will give them clear guidance and tools to assist them to adopt a great service attitude.

Programme Benefits
Participants will:

  • Recognize that service delivery is an individual response as well as a team culture
  • Understand how an individual’s behavior impacts the behavior of others
  • Develop more confidence and skills as problem-solvers
  • Communicate more effectively
  • Make customer service a team approach
  • Provide Lagniappe Service
  • Recognize Sale Opportunities

Programme Outline

  • Defining the ‘Customer’
  • What is Customer Service?
  • Customer Service and Customer Experience
  • Customer Experience Pyramid
  • Understanding the Organisation, its cultures, values and strategic goals
  • Creating positive lasting First Impression
  • Meeting Expectations: Four critical areas of customer expectations
  • Presenting yourself properly
  • Setting Goals and Targets
  • Effective feed-back mechanism- Voice of Customer etc
  • Communication Approaches: Barriers and how we can overcome them.
  • Dos and Don’ts in Communication
  • Dealing with Challenging People: Understanding difficult behavior, identify some coping techniques and risk of unintended consequences
  • Dealing with Conflict
  • The Problem Solving Process: a six step plan for solving problems
  • The Recovery Process: how to turn dissatisfied customers into loyalists/Referee
  • Service as a Team Culture: how the organization as a team can improve customer service.