Service Excellence
The Key to Customer Satisfaction



Introduction
As customers, service is something we all expect and usually take for granted. As service providers, we often see customer service as an extra bonus provide, if and when we have time! SERVICE EXCELLENCE is a powerful program designed to strengthen your people's commitment and responsibility to achieve one of the important goals of your organization-customer satisfaction. Learning how to exceed the expectations of internal and external customers is the primary goal of this course.

Objectives
It is vital to understand the importance of excellent customer service and its impact on the growth of your company. It is also essential to understand the specific needs of your staff and clients, using effective communication techniques such as active listening and positive feedback. Understanding the chain of service and discovering ways to improve each stage of the process is also important. These skills must be developed in order to have - and keep - happy customers.

Benefits
Internal customers feel better about their career, their company, themselves, and morale increases, leading to improved customer satisfaction. The results are repeat business, loyal customers, happier staff and free word-of-mouth advertising. Satisfied customers become loyal repeat clients who feel you are taking the extra service step in order to exceed their expectations.

Something to think About...
> How can we be sure we clearly understand our customers' specific expectations?

> How can we handle complaints courteously and confidently so that dissatisfied customers will continue to be loyal clients?

> How important is customer service? In what way is it related to the growth of the company?

Program Contents
> Adjusting attitudes to become even more positive.
> Turning negative situations into positive experiences.
> Advantages of excellent customer service.
> Internal and external customers.
> Dealing with angry customers.
> Uncovering customer needs.
> Encouraging customer feedback.
> How to exceed customer expectations.
> Taking the extra service step.
> Making each customer interaction special and unique.
> Active listening and communication skills.
> Analyzing the chain of service.
> Taking responsibility; What's in it for me as the service provider.

Who Should Attend?
This program will have an impact on everyone that provides service to internal and external clients. Ideally, the program is introduced at the top of the organization so the ideas and strategies taught will be encouraged and reinforced throughout the group to achieve your strategic goals.

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