Customer Service Training Downloads
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| Building a Service Culture(Growth Engineer 3 Sales Mgr)
Effective customer service can be affected by training and processes, but more than anything, it's a cultural issue. Learn how to embed a culture of service excellence in your organisation
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| | Dealing with Angry Customers(Growth Engineer 1 Starter)
Difficult, angry customers can be a real challenge for any customer service centre, causing stress, and being hard to bring to a resolution. Learn a simple process for defusing anger, calming the customer, and getting their issues back on track.
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| | Complaint Handling(Growth Engineer 1 Starter)
Complaints are too often treated as a problem, or simply ignored. Learn how to leverage the power of a complaint to gain improvement for your business, and increased loyalty from the complaining customer
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| | Net Promoter Score(Growth Engineer 4 Sales Leader)
NPS is based on the fundamental perspective that every company’s customers can be divided into three categories. "Promoters" are loyal enthusiasts who keep buying from a company and urge their friends to do the same. "Passives" are satisfied but unenthusiastic customers who can be easily wooed by the competition. And "detractors" are unhappy customers trapped in a bad relationship. Customers can be categorized based on their answer to the ultimate question 'how likely are you to recommend this company to a friend?. This workshops looks at how the net promoter score tool can help you identify if your company is delighting your customer base, leading to long-term profitable growth.
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| | Customer Care(Growth Engineer 1 Starter)
his module looks at what we do with customers after the sale, customer care. We look at the business benefits of good customer care, and the risks associated with overlooking it. We examine what a service culture would mean in an organisation, and looks at practical, straightforward approaches to creating a simple service strategy, and handling complaints.
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Course Duration: in excess of 30 mins
Number of Pages: Training presentation 13 slides in addition to full trainers notes & exercises.
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