Customer Service Training and Service Modelling
People believe emphasizes on sales are all you need to keep a business alive but they are wrong because what really drives business is your ability to keep your customers satisfied such that they become addicted to your service and a willing advocate. The only way to do that is having an excellent customer service delivery and at PsalmSelahs we can make that happen for you.
WELCOME TO PSALMSELH
CUSTOMER SERVICE: Excellent customer service delivery
- Customer Services in a Competitive Environment
- Polish your Perception Points
- Upgrading People Skills
- Handling difficult customers
- Introduction to CRM tools
- Customer care Communication skills…more
Customer Experience: Lifecycle of Customer encounter
- Managing customer experience: Journey mapping
- Life cycle of a customer: how to win and keep Customer
- Professional Behavior with the Customer
- Treating Customer as Royalty
- Strategies for Service Delivery… more
CUSTOMER FOCUS: Customer Service as Sales enhancing tool
- Identifying Customers
- Designing Products for customers
- The ARC theory
- Principles of Emotional intelligence
- The psychology of human functioning and dealing with the difficult & challenging behaviors with a holistic approach…more
- Customer service assessment and monetizing
- Create a customer service vision
- Holding briefings
- Focus on Customer interaction
- Choose the best communication tool
- Customer Relationship Management tools
- Know your products inside out
- Hierarchy of resolution
- Customer satisfaction assessment
The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics.
The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.
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Increase customer retention – Good service always pays back. When customers are happy with your service quality, they tend to retain your business for a longer time which in turn increases their lifetime value.
Build Brand reputation – When the customers are impressed with the quality of customer service offered while interacting with your business, it creates a better brand rapport and increases your consumer base.
Positive word of mouth – When customers are satisfied with your service they become loyal to your brand and advocate your brand by sharing their success stories with friends and family with good word of mouth.
Organizations that train and develop their employees see improved profitability “while cultivating more positive attitudes toward profit orientation,” according to a study published in the International Journal of Academic Research in Business and Social Sciences.
WHY YOUR TEAM NEEDS THIS
Businesses lose approximately $41 billion a year due to poor customer service. It proves that businesses can’t afford the cost of bad customer service, irrespective of its size or nature. Gartner says, “Customer service is a competitive advantage in a world where 89% of businesses compete through the level of customer experience they are able to deliver. Kayako says, “ Almost 60% of consumers are unlikely or very unlikely to return to a business where they experienced poor customer service, even if a trusted friend said the service had improved”. In a world of homogeneous products what would eventually set companies apart is the Customer experience they are able to provide and how the customer-business relationship is managed.
With the right customer support training program, your team can focus more on delivering better customer experience and higher engagement rates. No matter how great your product is or how dedicated your staff is, one of the things that customers are most likely to remember is the direct interaction they have with your company. The quality of support your customer service team offers defines the customer success and experience. This is where good customer support training comes in.
These courses will be of great interest to Customer service representatives, Senior Customer Service Staff , Sales Representatives, Marketing Staff and Managers/Supervisors in various segments of the organization in both the Public and Private Sectors who desire to improve their provision of friendly and effective customer service. So go ahead and give your career in expert customer service a solid boost by accessing professional and helpful learning from Psalmselahs today.
Abosede Omotayo MSc, MBA (CEO Psalmselahs)
I am an Economist with Masters in Business Administration and in Finance. I have over Fourteen (14) years of customer service experience with blue-chip companies like Dangote Plc, Nigeria Eagle Flour Mills, First Bank Plc and Globacom Limited.
In the course of my service to these companies, I was able to design customer service process for two of these companies which have become the essence of their customer service system. I understand that Customer service is beyond providing service to which you have been paid for, it is a professional calling that transforms you from just a company’s staff to a company’s brand carrier.