In today’s work environment, effective customer service is critical in establishing and maintaining quality relationships with your customers or clients.

“Customer service is not a department. It is an attitude.”

Building an effective customer service program starts with the attitudes of your organisation’s customer service representatives.

Of even greater importance though is the notion that the key to external customer service is internal customer service – and your relationships with your coworkers of all levels.

Customers are more likely to respond in a positive way and engage in repeat business when your customer service approach is accommodating, action driven and overall friendly.

Your customer service representatives will not be able to effectively convey the right message, tone and attitude if they have not been informed of your organisation’s customer service philosophies and expectations, or been trained in the correct way to work with your customers.

Implementing a mandatory training program will assist in setting the standards that your organisation expects, and help to maintain consistent behaviours throughout your workforce.

Here at CPEM Consulting Group, we offer assistance in developing the most effective programs for your organisations needs in order to develop the customer service skills and efficiency of your workforce with the goal of improving your overall results and performance.

Specifically you will learn to:

• Identify the key elements of quality customer service.
• Identify customer needs through observation, listening and questioning skills.
• Analyse the key factors of exceptional customer service in your organisation.
• Develop effective skills in working with difficult customers.
• Identify opportunities to add value in the customer service role.