An effective lesson in Customer Service for every individual actively engaged in serving customers …

“A customer is the most important visitor to our premises.

 He is not dependent on us.  We are dependent on him.

 He is not an interruption on our work.

 He is the purpose of it.

 He is not an outsider in our business.

 He is part of it.

 We are not doing a favour by serving him.

 He is doing us a favour by giving us an opportunity to do so.”

-  Mahatma Gandhi  -

The importance of satisfying, even delighting customers cannot be over-stated.  Yet, being frequently mistreated customers ourselves, we know just too well that the business world has a lot to learn about HOW we should go about serving our invaluable, beloved customers.

Let us share with you the secrets of how to delight our customers with Tender Loving Care …

Day 1

  Recognising our customers

  Why is the customer “KING” in the business world today?

  The impact of good customer service on profitability and competitiveness

  What happens when customers are dissatisfied/unhappy?

  The nature of service - why quality service is more difficult to deliver

                                       CONSISTENTLY than quality goods?

   What constitutes excellent service? Why is good service so RARE?

   Understanding customers

   What gives the customer satisfaction?

   Customer expectations  -  how are these set?  

                                            -  how are they met?

   Perception & Reality

   Is the customer  A L W A Y S  right?

Day 2

  Handling challenging customers

  Telephone etiquette - do’s and don’ts in answering customer calls

  Communicating tactfully, diplomatically and politically correctly

  Customer complaints and feedback

  ISO9000 and customer service

  Becoming a service star !

  Let’s look at some real-life cases

Training Methodology

The above messages will be delivered in an interesting, enjoyable and fun way, through the intelligent use of case studies, role plays, syndicate group exercises and discussions, quizzes, analyses and sharing of real-life experiences …

Target Audience

This program is designed for non-executive level service personnel, such as receptionists, customer service counter staff, call-centre operators, retail sales personnel and on-site service personnel …