Customer Service Excellence
About This Course
Retaining existing customers and acquiring new customers are vital for all businesses. Good customer service retains existing customers and creates customer satisfaction. This would lead to increase sales and referrals. Your customers are the most powerful form of advertising and marketing. Empathy is crucial to enable you to be able to identify customers’ pain points, and find solutions to address customers’ requests, satisfy customers, build trust and loyalty, and retain customers who would be your organisation’s WOM (word-of-mouth) advertisers.
The workshop will also deal with service process and design. The use of technology, like big data and Artificial Intelligence, will be discussed. We should not lose sight that the customers are real and human not artificial. The dangers and pitfalls of excessive use of technology and checklists will be discussed. The human touch remains vital for good customer service.
The workshop will also discuss difficult customers vis-à-vis satisfied loyal customers and the handling of customers’ complaints.
What You'll Learn
Entry Requirements
Attendees should have a basic understanding of customer service or have worked in a customer facing role