Purpose:

To provide participants with a worthwhile toolbox of skills and communication patterns that focus purely on maximising customer satisfaction. Customer Satisfaction is not traditional Customer Service. Our unique approach helps your customer service agents to identify exactly how each customer can be satisfied in almost any situation.
Participants will learn how to:

• Differentiate customer service from customer satisfaction
• Quickly and effectively identify the root issue the customer wishes to have addressed
• Ask creative questions to develop rapport and identify opportunities to satisfy customer needs
• Develop high levels of clarity and ensure that specific issues are resolved effectively
• Avoid offering a financial solution too early when dealing with a customer complaint
• Avoid the top 5 misunderstandings that damage or destroy customer satisfactionUse solution-focused questions to move towards a resolution more quickly and effectively
• Ensure that the customer is actually satisfied with your quality of service
• Design a customer satisfaction template of practical tools and techniques to improve customer satisfaction
• Use customer satisfaction as a sales and retention mechanism
• Appreciate the direct link between customer satisfaction and bottom line financial performance

Duration: Highly interactive, practical 1-day and 2-day customer satisfaction training programmes are available.