Customer care for Managers - how to create exceptional customer service that delivers increased sales and maximum profit
According to a recent American Express survey (2010) customers will spend more with Companies that provide excellent service. In fact, UK consumers are willing to spend 7% more (rising to 9% in the USA and 11% in India) They also found that the way that the ‘service provider’ interacted with the customer was one of the key reasons for returning. 96% of those surveyed (in the UK) said courteous service provided by a knowledgeable representative was their number one reason for dealing with a specific Company.
This means that the old adage 'customers are not dependent on us, we are dependent on them' is never truer than it is today. Customers have never been so demanding, or so it would seem. Customer frustrations and complaints are running at an all time high and yet we have both the experience and new technology to provide the highest possible service to our customers.
It’s a fact; the Internet is changing the way we do business – forever. New technology is creating a sea wave of change and how is that affecting customer service? In one word – dramatically. Customers now not only use the Internet to find out about you but to spread the word how good – or bad – you are, at the click of a button. Scary eh?
This seminar has been designed for managers / owners who wish to identify what it takes to keep today's ever demanding customer happy. It looks at what customer care skills we need to 'go that extra mile' in the 21st Century – an age that is about joint responsibilities and how to develop a complaints procedure that can actually strengthen the bond between Business and Customer.
This lively full day interactive seminar identifies what it takes to deliver exceptional customer service (as Tom Peters says ‘aiming for good service is a stupid idea. The only thing that matters is you being better than your competitor - leave them breathless) – using plenty of examples and delegate interaction (without any embarrassing role play)
Delegates will leave the course with a planned out strategy for delivering their own exceptional ‘customer service experience’ Each delegate receives a fully detailed printed resource manual containing an 8 point template based on a five gap model of service quality. This means focusing on the lifetime value of the customer (return on relationship) rather than initial transactions (transactional value)
In just one day, you will discover:
• The key difference between customer service and customer care
• The difference between customer satisfaction and the value of customer delight
• The customer perspective and the ladder of cause and effect
• What skills and techniques are needed to operate a successful customer care programme
• How to produce a plan of action and know how to evaluate results
• The benefits of a profiled CRM system
By the end of the course candidates will:
• Recognise the need for a structured customer care programme
• Identify the skills that need further developing
• Have a plan of action for implementing these skills into a programme
• Understand the benefits of staff empowerment and the effect this has on customer feedback
• Know how to measure Critical success factors (CSF’s) against performance (based on KPI’s)
• Be able to introduce / revise a staff incentive scheme that links performance with reward – from a customer needs perspective
