Introduction

Click here to view a video where Richard Branson reveals his customer service secrets.

In today’s business world, intense competition in many industries are eroding market share, turnover and profits. A variety of external risks, including fluctuations in the economy, social change, technological advancements, and new legislation, to mention a few, add pressure in the quest to remain profitable, or for some, to merely survive. Internal risks, including low levels of productivity, conflict in the workplace, structural changes, a lack of motivation, and inefficiencies are some of the issues that need to be dealt with on a regular basis.

For many years industry leaders advocated improvements in the quality of service as one of the most important measures to maintain and increase market share.

The difference between ordinary customer service and extraordinary service is that little extra!

In this learning programme, we will focus on how your business can attract and retail customers through excellent customer service, i.e. the difference between just being ordinary and being extraordinary! Your journey will include the following Learning Units:

1. Customer-experience management
2. Who the customer is
3. Identify and formulate standards for service excellence
4. Measure and continuously improve customer service
5. Selling techniques to ‘Close the deal’