Customer service...

    “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”

Sam Walton

Customer service is an integral part of our every day lives. We are consumers and therefore customers of hundreds of organisations…and yet how many times do you feel let down by the service you personally receive? Can this be changed in your company, in your team and by you? top-banana will help you work out how you currently service your customers and how much you can or even need to improve. Then we design the perfect leadership development, selling skills or outdoor team building solution for you to serve your customers better then your competitors and become one of the few providing world-class customer service!

EXAMPLE CASE STUDY

Here is an example of a programme we delivered for a technical service provider. Each module and component part of these sessions was designed to be useable for both ongoing coaching sessions and included into their Induction course.

MODULE - CUSTOMER SERVICE EXCELLENCE

• Service standards
• Company standards
• Customer standards
• Managing expectations
• What people expect
• Simple service
• VFM
• Defining the edge
• Making it real
• Exact differences
• Really understanding your customer
• Questioning
• Developing a real understanding
• Delivering the edge
• Activities and role-plays

MODULE - ACTIVE LISTENING

• Difference between hearing and listening
• The brain process
• What is active listening
• Paraphrasing
• Verbal nods
• Using the customers language
• What does the customer feel
• Comfy chair
• Positive strokes
• Taking in information
• Building memory
• Taking notes
• Interpreting hidden messages
• What is not said
• Reading the voice
• Demonstrating active listening
• Activities

MODULE - HANDLING TECHNICAL INFORMATION IN CUSTOMER LANGUAGE

• Why does someone contact us
• Investigate possibilities
• Viewing problems as positive
• Our attitude to a customer
• Structure of handling questions
• Acknowledge
• Counter – Question
• Close
• Defining the problems
• Getting to real needs
• Asking specific questions
• Delivering the options
• Benefits
• Possible solutions
• Moving forward
• Gaining agreement and reassurance
• Taking necessary action