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Customer Service Training. The Goal. “To respond to all customer needs, professionally and in a timely manner”. WHY. We are a service provider this is our product 96% of dissatisfied customers do not complain, but they do tell 9 others of their problems
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The Goal “To respond to all customer needs, professionally and in a timely manner”
WHY We are a service provider this is our product 96% of dissatisfied customers do not complain, but they do tell 9 others of their problems Happy Customers will tell 5 people of their experiences
Before answering any query ensure you are in the correct frame of mind • Answer the call appropriately and always give your name • Resolve the queryquickly whilst the client is on the phone, failing that give a timeframe of when you will call back and stick to it • All clients must be left feeling their enquiry is resolved or know where to take their problem How to achieve maximum customer satisfaction... Phone Calls
Always start with a thank you for their correspondence • Reply within 3 working days • Answer every single question • All correspondence needs to be auditable How to achieve maximum customer satisfaction... Fax/Email
Be polite, helpful and mindful of their circumstances • Uniform and I.D badges must be worn at all times • Treat the home with respect and any damage caused reported to your manager immediately • Any changes to any arrangements should be liaised as early as possible How to achieve maximum customer satisfaction ... On Site/In person
Polite, Interested, Helpful Never defensive • Ensure clients always have an answer NEVER I don’t know, I am not sure etc • If there is more than one solution present them to the client for their decision How to achieve maximum customer satisfaction ... General
