Customer Service

Customer Service

1. Welcome and Introduction
2. Roadmap to great Customer Service – Now – Where – How,  Magic Wand,  Pareto Analysis
3. Who are our Customers and what are their needs? – Listening skills, 5 why’s
4. Measuring and Monitoring Customer Service – Force Field,  Designing surveys,  Loyalty Ladder
5. Handling complaints and difficult customers – 6 step process
6. Developing your  Customer Service One Page Plan

Duration: 4 Hours

Please contact Richard Miller or Sophie Essex-Masmoudi if you would like to attend this workshop.