Achieving Excellence in Customer Service

Course Introduction

It is no understatement to say that the internet has changed ALL the rules of Business.

Increasingly, comparison websites are ‘flattening’ points of differentiation between products and companies.  What is left, and what the internet is positively encouraging is the Customer’s Experience.  Providing excellent Customer service is the last great point of strategic differentiation.  Peer-Review websites are providing customers with real-time feedback on each customer’s experience.

It is up to each organisation as to how it appears to the world.  Providing customers with a world-class level of service will enhance your brand more than anything else.  This training course will show you how.

Objectives

This Oxford SBM training course will;

• Show how Customer Service is the last and greatest Commercial battleground
• Show you how to harness the (usually free) power of the internet and its associated tools to maximize the customer experience and your brand reputation
• Give proven tools and techniques for how to handle even the most difficult of customers
• Give you proven tools and techniques to ‘understand the mind of the customer’ so you can deliver real and lasting quality
• Show you how to increase productivity through the Smart application of techniques designed to improve business via referrals, both real and virtual

Who Should Attend?

This training course is suitable to a wide range of professionals but will greatly benefit:

• Brand Managers
• Marketing Professionals
• Customer Service Representatives
• Key Account Managers
• Field Service Representatives
• Customer Experience Professionals

Course Outline