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Course Description

In a climate where so many products and services are similar to each other – where margins are getting tighter and competition more intense – it’s impossible to exaggerate the importance of excellent customer service. It is often the only difference between one organisation and another.

Key Learning Outcomes

Once students have completed this programme, they will understand how to increase sales and customer loyalty by being an outstanding customer service professional. Specifically they will:

• Understand the value of their customers and the long term benefits of providing excellent customer service.
• Be able to differentiate between good and outstanding customer service and understand how to use personal experience to deliver excellence.
• Understand who their customers are - internal, external and potential.
• Be able to describe facts, features and benefits of products, promotions and business systems – and will have analysed competitive offerings.
• Understand how a ‘customer first’ attitude is a crucial competitive edge – and know how to keep it sharp.

SPECIAL FEATURES

Multiple video case studies set in commercial and non profit organisations provide participants with opportunities to observe analyse and evaluate different customer service and sales scenarios.