DDVskills intro
- 1. Introducing DDVskills Customer Service Excellence Navigating the Customer Service Experience into the right direction
- 2. Your Customer doesn’t care How much you know, Until he knows how much you care. Damon Richards
- 3. Statistics on customer service should NOT be ignored Facts
- 5. Facts Attracting new customers cost 5 x more compared to the ones you already have
- 7. Facts 91% of unhappy customers will not willingly do business with you again
- 9. Facts Of all companies with outstanding customer service 70% of them uses customer feedback to make strategic business decisions
- 11. ➢ Keep it simple ➢ Your vision should match you customer base. ➢ Don’t complicate what you are about. ➢ Don’t fool yourself. Are you being innovative or just oblivious ➢ Be aware of the elements your customers experience ➢ Understand and get to know your customer outside of the interactions with your company What to do?
- 12. At your Service ➢ International knowhow to stand out in a competitive market ➢ 15 years + experience in Customer Service ➢ Tailored workshops ➢ Bespoke to the needs of your customers ➢ Competitive prices to meet your budget
- 13. My workshops are aimed at both the Entrepreneur as to the larger corporations. Simply for the reason that the 1 thing and the most important part of any business they have in common is the customer. The customer rewards you by giving you business and pays for the service of products your provide and that is the customer demands excellence, but more importantly “DESERVES” Customers demand
- 14. ➢ Tailored to your specific needs and requirement ➢ Tailored to the challenges you and your employees ➢ Tailored to the needs of your customers ➢ Tailored to your specific industry ➢ Groups with max 10 delegates/workshop Our workshops are..
- 15. The objective of the workshop is to improve user satisfaction while increasing employee morale and to develop the coaching skills of managers and supervisors Objectives
- 16. ➢ Improved customer satisfaction scores ➢ Reduced escalations ➢ Increased call resolution rates ➢ A common service language ➢ Improved staff morale and reduced turnover ➢ Improved productivity Outcomes
- 17. A range of teaching methodologies will be employed throughout the training. They include presentations to explain new information and ideas; plenary discussions to obtain participants views and opinions; group activities to enable participants to work with one another; demonstrations, role plays and case studies. Teaching methods are taken into account the special needs of participants including their experience, role within the company and habits. The participants are encouraged to engage and give scenario’s they deal with on a daily basis as examples to how we can improve our customer service. Methodology
- 18. Any individual employee alone is very unlikely to achieve major changes in the quality of customer service in an organisation. Walking the same road and striving for the same goals as a team, can make a business go from being average to being outstanding. This customer service excellence workshop is carefully researched and delivered to build up a critical mass of people who are pulling in the same direction to collectively consider: ➢Why how we perform matters ➢What's different about good performance ➢Performance standards ➢Turn complaints into opportunities ➢Listening skills ➢Assertiveness ➢Effective communications ➢Customer-focused organisations ➢First contact ➢Customer rapport ➢Develop a reputation for reliability Excellence assured
- 19. ➢ The effects of good and bad customer service on your organisation ➢ How a change in your behaviour can have an impact on your customer and increase customer loyalty ➢ How to project a professional company image through becoming aware of your product/business ➢ How to handle difficult customers ➢ What communication skills to practice so that you become more effective in your customer service role ➢ How to maintain a positive attitude even in challenging situations You will learn
- 20. ➢Knowing your organisation and industry ➢What impression do you create ➢Good versus poor customer service ➢Who is my customer ➢Customer Satisfaction ➢Responding to and turning complaints into opportunities ➢Communicating positively with customers ➢Telephone skills and etiquette ➢Resetting Expectations ➢Dealing with difficult customers Topics
- 21. Anybody within the company in direct contact with customers ➢In person ➢On the phone ➢Via email Who?
- 22. All our trainings are customer service related but can be targeted to specific area’s in your company. We do deliver sales training which will be automatically combined with customer service as it is our believe that you cannot deliver a sale without serving your customers before, during and after the purchase has been completed. ➢ Telesales ➢ Receptionist training ➢ Telephone etiquette ➢ One-on-one coaching Services offered
- 23. Some of our clients
- 24. Contact us