Outstanding Customer Service

When deciding where to shop, customers do not differentiate solely on price - in fact, for many customers, customer service ranks as a more important consideration.

Outstanding customer service produces satisfied customers that reward businesses with their loyalty. And loyalty creates profitability. The lifetime value of a loyal customer can be huge and the more loyal customers it has, the more profits it will make.

Through video and real customer testimonials this interactive course equips staff with the skills they need to offer outstanding customer service and achieve high levels of customer retention.

The course explores customer expectations, perceptions of service and the difference between service and customer service. It looks at all the factors that contribute to customer service including communication, body language, building rapport, first impressions, the meet and greet and how to deal with different customer types.

No matter how good the business, things can still go wrong. This course not only shows examples of good and bad customer service, but also demonstrates how to rescue situations that threaten to go wrong, handle complaints and deal with conflict.

Contents

Disc 1

• The Difference between Service and Outstanding Customer Service
• The Customer Feelings
• What Service is?
• What Customer Service is?
• Customer Satisfaction
• What more can you do?
• Customer Retention Value
• Customer Expectations
• and more...

Disc 2

• Body Language
• Conflict Management
• Rapport
• Dealing with Different Customer Types
• Complaints
• Commitment to Customers
• and more...

Disc 3

• Delivering Bad News
• Dealing with Mistakes
• Retaining Customers
• Customer Loyalty
• Treating little things with Due Care and Attention
• Satisfied Complainants
• Long term Customer Maintenance
• Data Quality
• Touch Points
• and more...