Customer Service - Professional Service
Customer service staff are an important link in the various process flows in any organisation. These key employees:
- are the front line and generally provide the first point of customer contact
- are supposed to arrange timely and accurate transfers of information to internal and external customers
- need to correctly interpret customer needs and requirements
- reassure customers by communicating: “it will all be fine, and you’re in good hands with us”
- should be alert to escalations and anticipate accordingly
- know the best way to interpret and implement the organisation’s mission and objectives
This programme focuses on the role of the Customer Service employee as a professional ambassador for your organisation, and on effective behaviour towards colleagues and your own organisation.
It starts with becoming aware of what is needed in terms of behaviour, communication and attitude. That includes how you approach the customer, how you deal with dissatisfaction or anger, and how important it is to deliver on your promises.
Empathy, effective communication, service orientation, social interaction; these skills should be part of the figurative toolkit for every service employee. That’s what makes them true Customer Service Professionals, capable of providing the appropriate experience for external customers as well as customers within the organisation (i.e. colleagues).
Would you like to know more?
We would be happy to tell you more. Call us on +31 418 84 48 30 or e-mail us:
