What you'll learn
- Understand the Principles of Customer Service
- Know your Customers and understand how to deal with different customer types
- Understand how to develop effective customer service Policies, procedures and systems
- understand how do handle complaints, interact with difficult customers and simple strategy to behave towards angry customer
- No particular skills are required, you will be given all the tools, techniques and strategies to become an expert customer service professional
Getting Customers and keeping them brings Income and Profit.
All other activities create Costs.
The only way to have a business is to have customers; without customers you do not have a business. The more you understand about your customers the better you can create and adapt your products and services to better satisfy their requirements. Therefore first step in customer service is to know who your customer are, an in-depth understanding of your customer will help you to understand their needs, characteristics and their likes and dislikes. This knowledge in turn will assist you to better serve your customer and build a long-term mutually beneficial relationship with them.
The majority of businesses and academics involved in the field of business refer to customer care. However, customer service is a more accurate term, because service is proactive, practical and customer focussed. Customer care implies intention and good will. The danger is that customer care could stay just as goodwill and intention, and not become an essential participant is your business.
It does not matter what we call it, customer service, customer care or something else. What is important is how we look after a customer and foster long-term mutual relationships with them. If you do a good job, are courteous or helpful to the customer and give them what he/she wants – you have simply done your job. Customer service, on the other hand, is proactive, practical and focussed. You have served your customer when you go that extra mile to exceed the customer’s expectation.
In this course you will find out how to exceed customer’s expectations and also actions and behaviours to strictly avoid in dealing with customers.
I will show you how to put a robust customer service strategy and programme to get and keep customers for life. If you do not develop a proactive customer service programme, you can put your business at risk and by gradually losing loyal customers through not providing them with meaningful service or care. It also likely to lead to confusion, potential for disagreements and arguments.
At the end I will leave you with 7 practical tips in customer service and provide you with a list of useful resources and references for further customer service development and understanding.
Who this course is for:
- Any one involved in interacting with customers including customer service professional, supervisors, managers and those starting as customer service officer
About Abdullah Ali-Ahmadi
Abdullah offers expertise ranging from training through to business development and growth strategies. Abdullah was raised in a family that for generations successfully owned businesses. By the age of 16 - and still attending school - he was given sole responsibility for managing one of the family’s stores and its 6 employees, providing an invaluable start to a life in business and management.
Abdullah has lived in the UK for the last 40 years and helped over 70,000 individuals and businesses both at home and overseas. He has established and run several of his own ventures in a variety of industries. Abdullah has won several awards, as a testament to his capabilities and talents, over 20 organisations have included him as chairman, vice-chairman, director, adviser or board member. Abdullah is a fellow of Chartered Management Institute and Institute of Consulting and Member of Small Business Federation.
Abdullah has been visiting lecturer and ‘Entrepreneur In Residence’ to several universities and has delivered a variety of enterprise skills seminars and lectures.
Abdullah offers training, coaching and consultancy programmes for thousands of businesses and organisations. Abdullah’s contributions have gained significant recognition: He was twice nominated for the prestigious “Queens Award for Enterprise’, won an ‘Achievement Award for services to Enterprise’ from SFEDI presented to him at the Bank of England as well as an ‘Institute of Business Consultants Award for Contributions to Enterprise and Business Start-up’.
Abdullah is very highly qualified academically and he is an accredited Business Advisor, Trainer, Coach and Mentor; he is. Abdullah’s unique and inspiring approach combines ancient wisdoms of the East with robust modern business practices.
Abdullah assisted household name companies such as Rolls Royce, Clarks, AstraZeneca etc in difficult times of making employees redundant – His Employee support programme helped thousands of employees transition into professional consulting, self-employment and creating successful business.