Customer Service

What do you say to an irate customer?

Whatever the organisation, Customer Service is the ultimate goal. Customer service is essential for all business transactions and for enhancing business relationships. Australian organisations are therefore now concentrating their efforts on enhancing the customer service experience to their customers. Identifying and dealing with different types of customers is critical to the success of any business transaction.To have a happy customer means they are more likely to return and speak highly of your business.

JMA offers services in improving Customer Service on an organisational wide basis. Training programs for staff are usually one of the elements of this strategy.

The customer service training programs that JMA offers concentrate on improving communication skills, examining the culture, and enhancing the corporate image. The customer service training programs provide information which informs and encourages staff to concentrate on best practice customer service.

JMA provides several customer service programs including:

• Customer service skills in general
• Customer Service skills on the telephone
• Information Technology and Customer Service.

Who should attend:

• Anyone involved in communicating with 'Customers' will benefit from this workshop. This workshop aims to increase their skills and confidence in handling customers.
• The customer service course is designed for anyone in a customer service role such as PA's, reception and front of office staff, call centres, telephone and sales representatives, retail settings.

A typical customer service program will include the following.

Introduction & Expectations

This session, as well as making sure everyone knows everyone, also asks everyone what they would like to get out of the workshop so that these expectations can be realized during the workshop.

Who are your customers?

This session is designed to help individuals to realise who their customers are both internal and external. Drawing a customer map and asking participants about changes they need to make is part of this session.

Customer maps

Determining who your customers consist of and mapping it out.

Elements of good customer service.

This session involves participants nominating the elements of customer service working on these in the workshop.

8 Steps to quality service

This session enumerates the 8 steps.

What makes for legendary customer service

To have a competitive edge a company must provide more than just an average service. There are a few fundamentals to providing a framework for creating a culture of ongoing service improvement.

Critical interpersonal skills This session includes information and exercises on listening and pacing.

Day 2

How to deal with difficult customers

This session involves asking participants to recall difficult situations they have had to deal with. It also gives them a 10 step method with dealing with angry people.

What is preventing the best possible service? This involves all participants improving on the existing situation. This session also all participants thinking about how improvements can be made.

Personal action plans/What I can do to delight my customers? This session requires each individual to nominate areas they will work on to improve their customer service.

Review and Conclusion Summation of the key concepts drawn from the workshop

Each program will result in:

• Knowledge on what constitutes good customer service.
• Improved Interpersonal Skills
• Guidelines for dealing with difficult customers, answering the telephone etc.
• Information on areas where management can help, such as reorganising work or involving staff more in the decision making.

A few comments from recent Customer Service Programs:

• It was great, spot on, excellent.
• I was very impressed - thank you!!!
• Informative and Enjoyable.
• All staff should do this course.
• The actual conducting of course was excellent.
• Well worthwhile.
• The presenter is a star!
• Thank you for your patience and time when a lot of us were more than a little apprehensive as to the benefits to be gained by this course.
• I was very impressed. There should be more of the same thing in the future, it sparks interest again in your job, gives you a sense of importance that you are providing a service, and are invaluable to the public.
• Extremely useful information - interesting. Has improved communication and understanding with the Organization.
• You are a great trainer.
• I learnt some good things today.
• It was very interesting & informative. I updated my skills & also learnt many new ones it was not boring, but well spaced out and set out. You are a good teacher and it was a pleasure to be in your class.