Customer Service Excellence

Case Study Analysis

Your people are the personal face of your company. Their confidence, professionalism and commitment are the qualities your clients will remember and use when defining their relationship with you.

Clients will decide whether to continue to do business with your company based on the impression they form of each staff member they meet. Ensuring staff are trained to understand the importance of presenting a positive and consistent impression is crucial to securing success in a changing marketplace.

MFW recommends Customer Service Excellence as a two-day program.

 Customer Service Excellence

> > Topics Covered

  • The first impression

  • Building rapport over the telephone or face-to-face

  • Analyse and identify company protocol and customer service policy

  • Body language - how to read it and use it well

  • Managing complaints

  • Identifying customer needs

> > Outcomes for Participant

  • Develop confidence in approaching and serving customers

  • Pitch communication appropriately depending on behaviour of customers

  • Represent the company in a professional and credible manner

  • Manage face-to-face and telephonic customer service scenarios with confidence

  • Apply company customer service policy through tailored role-plays

  • Develop a checklist for customer service excellence
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