Customer Service Development
‘It is the service you are not obliged to give that your clients value most’
The moment of connection between company and customer is critical. These connections invariably involve people, either face-to-face, on the phone, via email or through a product or service delivery.
Impact’s customer service development programmes are highly interactive and people focussed using only relevant, applicable theory. They are designed to develop excellent customer service attitudes to support customer service systems.
As well as developing customer service personnel directly, we can also work with their managers. The way people are managed significantly affects their attitude towards customers and customer service.
Impact will help you to:
• develop standards of interaction for excellent customer service
• develop the ability to manage customer conversations
• manage situations of conflict with customers
• develop individual and team attitudes that support customer service.
Specifically our programmes and action-orientated workshops allow participants to:
• review customer feedback and focus on any current service issues
• identify and understand the expectations of clients and managers
• build on and develop the initiatives already in place
• recognise the relationship between a one-team approach and excellent customer service
• develop strategies in dealing with client conflict situations
• work together to solve customer service problems
• develop attitudes and styles that enable good communication across the team, hence ensuring good service
• generate specific actions to ensure the continued development of high quality customer service.
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