SATISFYING CUSTOMER REQUIREMENTS

AIM

To enable delegates to satisfy customer requirements by offering effective customer service.

OBJECTIVES

By the end of the workshop delegates should be able to:

• Explain why an effective customer service is critical to the success of any organisation.
• Describe how they achieve good customer service.
• Identify customers and describe how their requirements are met.
• Explain how they evaluate the service they give to ensure customer satisfaction.

PROGRAMME CONTENT

The meaning of effective customer service:

• Giving priority to the customer.
• The customer as a partner.
• Offering an effective service:
• The supply chain.
• Roles and responsibilities.
• The customer focused approach.
• Interacting with the customer:
• Identifying needs and wants.
• Converting features to benefits.
• Dealing with problems and complaints.
• Measuring customer satisfaction:
• Obtaining and reviewing feedback.

This workshop is delivered in an interactive style using a range of training techniques and resources. Course handouts are provided.