Customer Service
Introduction
Qube recognise the need to offer your customers excellent customer service and have built a range of courses that will enable you to gain the knowledge and skills to deliver an exceptional level of service consistently.
Customer service relates to the service provided to customers before, during and after a purchase. No matter the size of your business, excellent customer service needs be at the heart of your business model if you wish to be successful. It is important to provide good customer service to all types of customers, including potential, new and existing customers.
Why is customer service important?
Although it can take extra resources, time and money, excellent customer service can generate positive word-of-mouth for your business, keep your customers happy and encourage them to purchase from your business again. Good customer service can help your business grow and prosper.
Benefits of customer service training
It can help you:
- Increase customer loyalty
- Increase the amount of money each customer spends with your business
- Increase how often a customer buys from you
- Generate positive word-of-mouth and reputation
- Decrease barriers to buying (for example, if your business has an excellent reputation of customer service for refunds, you’re more likely to entice a hesitant buyer to purchase from you).
What is excellent customer service?
Excellent customer service is about:
- Treating your customers respectfully
- Following up on feedback
- Handling complaints and returns gracefully
- Understanding your customers’ needs and wants
- Exceeding customer expectations
We can incorporate measurable outcomes into our courses that will really help drive performance well beyond the course ending.
Customer Service Courses
Customer Excellence - 1 Day
This course is particularly effective and suitable for:
- Anyone who engages with customers whether internal or external
- Anyone who needs to exceed customer expectations and eliminate customer complaints
- Anyone who wants to follow through the customer journey within their organisation and focus on tangible actions that work
At the end of this Customer Service training course participants will be able to:
- Clearly identify the do’s and don’ts of customer service and measure themself against them
- Describe the important part that being customer-focused plays in ensuring the success of their organisation
- Build their customer brand, fill gaps in service and develop methods of creating a great customer experience
- Follow clear techniques to help manage difficult customer issues effectively and even clearer techniques for avoiding them in the first place.
Effective Customer Care - 1 Day
This course is aimed at anyone that deals with customers face-to-face. It could also be easily converted for those that deal with customers over the phone.
By the end of this customer care training course participants will:
- Be able to explain the importance of customer care for both them and the customer
- Have considered how they are perceived by their customers and have a plan of action to improve this
- Be able to explain the difference between Transactional and Relational customers and how to meet their needs
- Be able to spot the GAP’s in service and change them
- Have a written set of values that everyone will follow