c o r p o r a t e 
s p i r i t a u s t r a l i a
s p i r i t a u s t r a l i a 
The spirit of a good company is its people
s p i r i t a u s t r a l i a Advocating Great Customer Service
No specific tactic, technology, or mission statement is the key to effective customer service delivery. Effective customer service delivery is organisation specific, since services are designed around the targeted customers' desires and the employees delivering the services. The components of the process for producing effective customer service delivery include identifying and targeting the ideal customer, establishing a customer-focused vision consistent with the prioritised desires of the target customers, establishing the operational procedures and internal infrastructure that support customer service, continuously measuring customer and employee satisfaction, and striving persistently to improve.
Organisations that implement effective customer service strategies realise financial benefits, either through increased profits or through reduced costs along with long-term, informed customers; customer referrals; employee retention; improved information exchange; and streamlined service delivery.
In today's marketplace, satisfaction isn't enough. Organisations need to take their customer service goals beyond merely satisfying the customer to creating customer loyalty and advocacy. The key objective of great customer service should be to make your company easy to do business with from the customer's perspective.
Outstanding service retains customers!
Maintaining a satisfied customer base is critical to the growing success of every company. The quality of the customer experience is a critical factor in reinforcing the customer's original decision, and thereby keeping the customer loyal. Customer perceptions and realities are shaped moment to moment, and each customer interaction contributes to long-term customer loyalty. Satisfaction doesn't come from doing one big thing for the customer It is the result of genuine caring and respect at every point of contact.
A world-class customer service mentality is a practice philosophy, a culture that should be infused into your staff. The customer service program shouldn't be created out of a sense of urgency. It should be created in response to a changing marketplace, an environment in which world-class customer service is the key competitive factor that differentiates best practice companies from the rest.
Call Centres
Call centres today are constantly challenged with how to effectively train and motivate their employees to maximise each customer interaction. Servicing over the phone is very different from interacting face-to-face. With limited time and without any additional aids, employees must effectively listen, adjust their tone of voice and deliver a customer-focused message with confidence, while controlling the call to result in a solution which maintains the highest levels of customer loyalty to your company.
In addition, working in a busy call centre offers its own unique cultural challenges, complete with social etiquette, rules and values. It is important for employees to appreciate why professional behaviours, attitudes and actions are as important internally as they are externally.
The goal of Corporate Spirit Australia's Advocating Great Customer Service program is to provide a service skill-driven program designed to support a multitude of situations and increase the employees' competence and confidence through effective service skills and techniques to increase sales, attain effective resolution and total customer satisfaction.
A skills assessment may initially be required for the existing workforce to determine which skills are lacking or necessary to support their service process.
Target audience:
The course is designed for all employees involved in sales or purchasing of products or services and those who provide services directly to customers or are involved in handling customer complaints and enquiries. Employees who deal with internal customers will also benefit from this course.
Program Outline:
· How can you measure the quality of customer service?
Outcomes
Participants will:
· Increase their knowledge of the elements of customer service
Benefits for your company:
The potential benefits of a customer service program are many. A strong philosophy of service that is understood by all staff can guide day-to-day performance and performance evaluation systems. Training based on that philosophy can provide an important means of improving services on a continual basis. Gathering and using data about customer experiences--both successes and failures--is likely to raise the quality of service and the satisfaction of customers. Other benefits include:
· Improved customer satisfaction, customer loyalty and retention
· What do customers really want?
· Communication problems and solutions
· Understanding the customer
· Professionalism and ethics
· Establishing trust and respect
· Listening to the customer
· The 3 layers of consultative listening:
- Content (words), Emotion (feelings) and Issues (needs).
· Negotiation skills
· Effective feedback and verbal tools to use to engage the customer
· Working with difficult customers
· More successfully manage customer relationships
· Look forward to exceeding customers' expectations
· Increase their professionalism through better attitudes and behaviour
· Help improve your company's bottom line
· Stronger customer relationships
· Increased sales through better word-of-mouth advertising
· Fewer time-consuming problems and misunderstandings
· Decreased "call-backs" and "escalations"
· Improved staff morale as customers experience top service
· Increased service revenue and profitability