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This dynamic, 4-day course gives customer service professionals the communication skills, technology tools, and motivation they require to build strong customer relationships and develop a customer centric organization.
The Internet has changed everything!
It was not that long ago that that Customer Service was just another element within the Marketing Mix. Some customers were happy, some were not and in the Grand Scheme of things, it didn’t matter too much. Those days are gone forever.
The internet, via peer-review sites and Social Media, has raised the bar enormously. Customers now have a huge choice and are able to use tools to quickly compare one offering versus another. In short, the customer expects, no demands a perfect service. The entire game has now become all about the customer experience. That is the focus of this workshop.
This ICL workshop will show you how to;
This ICL workshop will be useful for any member of staff who ever interacts with a customer, be that in the real or virtual world, but will be especially useful for.
The Building Blocks of a Customer Centric Organization
Developing a Top-Down Customer Centric Culture
Responding to the Voice of the Customer
Measuring and Monitoring Customer Satisfaction
Leading the Way to Customer Service Excellence!