Customer service excellence is all about creating a great customer experience. This means not only providing goods and services that meet the customer’s functional needs but also evoking positive emotions at every moment of contact. Our perception of an organisation is hugely influenced by the contacts we have with the organisation's representatives. This human interaction stimulates emotional responses that have a dramatic effect on our willingness to commit to a long-term relationship with the organisation. Customer loyalty is dependent on providing that great customer experience.
In the public sector, this approach not only leads to increased customer satisfaction, but in many cases improved efficiency, a better working environment and enhanced staff morale.
Whilst this is also true in the commercial world, enhancing customer satisfactions can also lead to increased customer loyalty and long-term business growth.
The aim of this one-day workshop is to encourage and motivate participants to adopt positive customer service behaviours that go towards meeting both the functional and emotional needs of customers.
By the end of the programme, you will be able to:
We have adapted the programme for numerous participant groups including:
The variants above address the issue of customer service from both an externally focused perspective and for those meeting the needs of their internal customers.Some of the above programmes involve the use of actors to provide participants the opportunity to hone their skills by allowing them to practise in a safe environment.