This workshop explores research on what customers complain about as well as how to earn customer loyalty. Various aspects of customer service are explored, including the Customer Service Cycle, Moments of Truth and Dimensions of Customer Service. Multiple assessments are provided to help participants understand their current situation and activities are used to apply the concepts. Participants are encouraged to reflect upon and develop an action plan to improve the levels of customer focus and service in their organizations.
This course uses a highly interactive teaching style, combining discussions of relevant theory and customer care principles with practice simulations and assessments to create a rich and engaging learning environment.
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