Customer Relationship Management

Amaze your customer, improve customer engagement and business performance

Day 1 – How to amaze your customer

Day 2 - How to Transform complaints into additional sales and service opportunities

An organisation’s customer service plays a huge role in the way clients and stakeholders perceive an organisation. The way staff deal with queries, disputes and various personalities has an immense influence on the relationships your organisation has with its clients. By attending this customer services workshop, it will enhance your team/s with the skills they need to deliver amazing customer service creating loyal customers.

The relationships developed through a single great customer service experience not only can help deliver a sale, but also can create a loyal customer that ensures repeat sales for years to come. Plus, in this social and digital age, one incredible customer experience can immediately translate to thousands more. That’s why proper customer service training can help deliver a long-term increase in sales and customer loyalty.

We will work with you to equip you with the key competencies needed to improve customer service to delight the customer, and help you build career pathways for staff and improve staff attraction and retention.

Recent global research confirms just what’s at stake:

85% of organisations say customer experience is a key competitive differentiator. 85%

63% of organisations are planning to invest in the expansion of their training programs. 65%

(Source - Deloitte, Global Contact Center Survey 2019)

The numbers speak volumes. Your contact centre has the potential to increase conversion, dramatically improve service perceptions and really make your clients and customers feel valued.

Key Takeaways

Understanding the value of customer service in relation to the other aspects of the organisation.
Identify and close the gap to deliver the best service quality.
How to win your customer and delight them.
Creating value through customer service.
How to transform customer complaints into opportunities.
Building attitudes to win the customer and make customer service fun.

Who should attend?

These sessions are suitable to a wide range of professionals but will greatly benefit: