Over the last few years the overriding focus for many businesses has been on winning new customers. While this made obvious business sense when the economy was growing, it also presented challenges for some companies who either grew too fast or had resource problems when it came to servicing their existing customer base. The end result very ofter was unhappy and poorly serviced customers.

Now that the Celtic Tiger is well and truly over, holding on to and proactively servicing existing customers is in our view perhaps one of the most critical management tasks. Our customer service programme works with teams to help them develop the attitudes and skills they will need to meet this challenge head on.

Who is it for?
The training is for everyone in your company. We believe that to be truly customer centric everyone from the doorman to the CEO needs to understand the importance of good customer service and develop winning attitudes in this regard.

What are the results?
Staff who:
• Understand the importance and value of “excellent customer service”
• Recognize that it’s all about attitude. You can choose to have it or not have it.
• Understand how their behaviour impacts on others
• Develop more confidence and skill as a problem solver
• Communicate more effectively and assertively
• Become more professional in their dealings with customers
• Learn ways to make customer service a team approach

What can a team expect from this programme?
Every programme is tailored to each individual company’s needs but typically we start by researching how your customers currently view the service they get from you. We then use this feedback as part of the training programme so that staff are dealing with real rather than hypothetical experiences.

A typical programme would cover the following areas:
• Why worry about customer service?
• Service is an attitude.
• Who is the customer – internal/external?
• Two major influences of customer satisfaction –communication and complaint handling
• Techniques for difficult customers
• Working as a team

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