This course is aimed at individuals of all levels who deal with customers in their job role. The individuals can include front line staff, managers and supervisors.
In every organisation, it is inevitable that at some stage a customer problem can occur. It is not always the problem that the customer will remember but it is how the problem was dealt with that will always be recalled. Effective and efficient service recovery will often determine whether that customer remains loyal to your organisation, or chooses to use a competitor. This course aims to examine effective ways to improve customer relations through problem solving.
By the end of the course, delegates will be able to:
- Identify specific customer problems
- Suggest effective methods to solve problems
- Identify who they can ask for help
- Recognise good and bad problem solving techniques
- Recognise effects of poor service recovery
- Identify ways to improve service recovery based on customer feedback