Customer Service
Course Outline
Session 1: Values and culture of (organization), and how they translate to the delivery of excellent customer service.
This session will focus on looking at the values and culture of the organisation, and how they link in to the delivery of excellent customer service. We will be looking at the fundamentals of customer service i.e. what it is and what the customer expects. We will also discuss the benefits to the individual and the organization of delivering excellent customer service, to ensure that everyone is bought into committing to playing their part in delivering customer service.
Session 2: What excellent customer service looks like and how to deliver it
During this session we will be looking at some good and bad customer service scenarios, and also discussing delegates personal experiences of good and bad customer service. By triggering the emotions that people felt at the time, it helps to cement the good behaviours that we want people to demonstrate. This will be followed up by discussing “The 10 Commandments” of Customer Service, and looking at ways that individuals can start to implement them.
Session 3: Committing to a long-term customer service plan
In order for a real change to be affected as a result of the training, I will be working with the delegates to come up with a number of standards that will be the basis for a customer service policy. This policy will almost be your minimum guidelines for standards of customer service, and can be something that you just use internally to make all staff aware. Alternatively, it can be converted into a “customer charter”, your commitment to your customers as to what they can expect from you regarding customer service standards.
Statistics:
We did some research around customer service and came up with the following, sometimes shocking, statistics:
1. It costs 5 times as much to attract a new customer as it does to keep an established one. (Lee Resource Inc)
2. Xerox the photocopier company measured it’s customer satisfaction regularly. They felt very pleased that 90% of their customers said they were satisfied with the service they were receiving. Yet Xerox‘s market share was dropping. They discovered that it was not enough to merely satisfy customers, delighted customers were 6 times more likely to stay with them. (Xerox)
3. If a customer is dissatisfied with the level of service from us,up to an average of 16 other people, on average, will find out about it.
4. Why customers leave you:
- 1% die
- 3% move away
- 68% quit because of an attitude of indifference towards the customer by the staff
- 14 % are dissatisfied with the product
- 9% leave because of competitive reasons
- 70% of complaining customers will do business with you again if you resolve the complaint in their favour
- 95% of complaining customers will do business with you again if you resolve the complaint instantly
- For every customer who bothers to complain, 26 other customers remain silent
- It takes 12 positive service incidents to make up for 1 negative incident
- 91% of unhappy customers will not willingly do business with you again (Lee Resource Inc)
To find out more and to book your session call 0207 612 3901 or email
charlottem@pfj.co.uk.
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