Customer Service

1 day workshop plus online programme.

BALM
Blended Accelerated Learning and Memorising Programme

Winning Attitudes

Feeling good about yourself and your life is not a luxury; it is an absolute necessity in order to attain and maintain professionalism.

When you are dealing with customers, you cannot 'choose' your mood. If you are not happy with yourself the chances are you will not be happy with your customers. Contrary to widely held belief, you consciously make a decision as to the mood you are in. When you're dealing with customers the only mood you can be in is of a positive, upbeat mood.

Excellent customer service exists when the customer-facing person observes the 7 C's of customer service.

The core function of a customer service representative (CSR) is to retain customers whenever an enquiry or complaint is made. If the enquirer/complainer is not satisfied with the way they have been dealt with, they will go to a competitor. If, however, they are dealt with in a professional manner and are satisfied, they will be retained and in many cases become a life-long advocate of your organisation. So how do you retain a complaining customer? You implement the 7 Cs of Customer Service.

The 7 Cs of Customer Service

1. Customer Service System (CSS)
   A CSS is the combination of technology and organisational networks that delivers services to satisfy the needs, wants, or aspirations of customers.
2. Competence
   The knowledge, skills and ability to deal with every enquiry or complaint. By competence we mean unconscious competence.
   
   Let's use driving as an analogy: If you are a learner driver, you have to focus intently on every aspect of the car whilst it's under your control; the level of competence that you are displaying is conscious competence. If you are a highly experienced driver, you can drive safely and with consideration whilst your mind is mainly in auto-pilot mode; the level you of competence that you are now displaying is unconscious competence.
   
   When you are dealing with customers, the level of competence that you should display is unconscious competence.
3. Communication
   Communication is a 2-way process. The CSR must be skilled at sending clear, concise and accurate information to the customer; and must be equally skilled at listening. Every interaction must be summarised so that the communication is understood by both the CSR and the customer.
4. Consideration
   Consideration means having genuine concern for the needs of the enquirer or complainer. An excellent CSR should be acting as an agent for the customer as well as an agent for the organisation.
5. Consistency
   Consistency is doing an excellent job every time, every day, regardless of how you yourself personally feel.
6. Closure
   Closure is where the CSR accepts complete responsibility for the outcome of each enquiry or complaint. In most organisations this area is either non-existent or erratic.
7. Coping techniques
   Dealing with customers can be emotionally draining - in extreme cases leading to customer service burnout. This can be avoided by practicing simple stress-relieving exercises whilst at your desk.

Customer Service - Course Aims and Objectives

At the end of the course the participants will be able to:

• Memorise vital information
• Define 'Excellent' Customer Service
• Implement the 7 Cs of Customer Service
• Use the 10 Techniques to deal with difficult people
• Add 'Sales' to your customer service skills

What's Included?

• Instruction by an expert facilitator
• Specialised manual
• 30 day e-mail follow up
• Certificate of attendance

Fees

On-site: £800 + VAT for one day, maximum of 8 participants (i.e. £100 + VAT per participant). This includes all training materials, manuals, etc.
Additional costs: Trainer's travel expenses and overnight accomodation if required.

>> Please contact office

SmarterBrain Training is owned by Patrick Tansey. Patrick has been a keynote speaker at the Institute of Customer Service's conferences on four separate occasions.

" ... what can I say? You were a star turn!! ... I have attached a chart on the feedback from the conferences. "
- Robert Crawford; Director, Institute of Customer Service.

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