The Client Service and Public Relations Masterclass Educating program will certainly furnish participants with particular tools, abilities and also methods that are specific and proven to be efficient in generating company or institutional success, tools which, when applied, yield boosted typical efficiency, abilities to create actual and high-value leads, abilities to browse public connections and customer care characteristics to maximize chances for company's services and products.
The importance of customer care
Understand why superior service is critical
Why good service isn’t good enough
Identifying how excellence in public sector customer service is delivered and managed
Understand the need for customer service skills and what they look like at each customer ‘touchpoint
Identify strengths and weaknesses in your current customer service approach
Identify and correct service barriers
Solve priority customer service problems
Service quality tools and techniques – cause and effect analysis, Pareto Analysis, etc.
Approaches used by the public sector internationally to deliver customer service excellence
Maintain and sustain a positive mental attitude
Build and monitor the service team to exceeding customer expectations every time
Identify ‘best practice’ in managing different customer situations, including complaints
Mastering the ways to develop & maintain a positive, customer service focused, attitude
Mastering the techniques for dealing with difficult customers
Stopping complaints from recurring
What satisfies customers who complain?
The six satisfaction elements to embrace when handling complaints
Handling difficult customers
Quality Service Statement
Cultural analysis/measurement
Support values & beliefs by creating and sharing success stories
Update customer service systems/procedures
Re-recruit’ customer service employees using a toolkit
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