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Goal
To
quickly, personally, and correctly serve customers the
first-time to keep their business and goodwill.
Key Content
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Defining superior customer service
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What
do customers want?
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The
value of CRM and Customer Lifetime Value
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Internal vs external customers
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Warning signs of bad service
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Examples of good service
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Handling VIPs and those who think they are VIPs
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Diffusing upset customers using A.U.S.E.
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Reducing customer trauma
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Organisation-specific case studies
Duration
2-days
Target Audience
Customer Service Agents and Supervisors
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