Bite sized seminars - Creative Customer Service

Creativity is at the heart of good customer service. Despite all the effort that has been put into customer service, customer satisfaction is at an all time low. Customers are more aware than ever before, competition is intense and it's frighteningly easy to let your eye slip from the customer service ball. Time to get creative. Costs £800 each, or available for small groups at our individual rate of £125/head (minimum 3 attendees).

Despite all the effort that was put into customer service over the last few years, customer satisfaction is at an all time low. Customers are more aware than ever before, competition is intense and it's frighteningly easy to let your eye slip from the customer service ball. This short session is for anyone in customer service, from the front line to the Customer Service Manager, arming them with the 12 components that produce customer delight. The session is lively, interactive and will challenge your staff.

Outline

Introduction – who the speaker is, why we are here.
What is creative customer service? – Every contact with your organization is like meeting a new person. You will give an impression, and that impression will influence the way your customer reacts. There is an opportunity here not just to deliver, but to win over the customer, to produce an enthusiast for you and your service.
Why should we care? – How customers feel about you and your organization will influence the fitness of the organization, its ability to pay more salary and even its survival. But perhaps even more importantly, if you make your customers happy you will get a positive buzz. Would you prefer work to be miserable or rewarding? Surprisingly often the choice is yours.
Who are our customers? – Knowing your customers is essential to giving them a positive experience. The more we can make dealing with our organization like being in a village shop or a local pub, where you are known personally and your preferences are respected, the better the service we can give.
What is the customer experience? – You may think that all the customer wants is your product or service delivered on time. But that’s just the foundation. You can’t provide good customer service without it, but there’s much more than you can do to make the experience of dealing with your organization a positive one.
The 12 components – We have identified 12 key components of going beyond effective delivery. From “going the extra light year” to “keeping in touch” we look at the components that are most essential for your organization.
Making it happen – It’s not enough to talk about customer service, you’ve got to do it. We finish with an agenda for making a difference.

Click to download a detailed session information sheet.

We provide free ebooks with all our seminars, but if you would like to give away a book to attendees, which can hugely reinforce the event, our recommended book for this event is Capturing Customers’ Hearts .