DDVskills intro and the importance of customer service
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The document outlines tailored workshops aimed at enhancing customer service excellence in organizations, emphasizing the importance of understanding customer needs and preferences. It highlights key statistics about customer service impact, offers a day-long workshop format with various teaching methodologies, and focuses on improving customer satisfaction and employee morale. The training is designed for anyone in direct customer contact and integrates sales training with customer service skills.
DDVskills intro and the importance of customer service
- 1. Tailored workshops in Customer Service Excellence Navigating the customer experience into the right direction Introducing DDVskills
- 2. Your CustomerYour Customer doesndoesn’’t caret care How much you know,How much you know, Until he knowsUntil he knows how much you care.how much you care. DamonDamon RichardsRichards
- 3. Service Culture Statistics on customer service should NOT be ignored FactsFacts
- 5. Service CultureFacts Attracting new customers cost 5 x more compared the ones already have FactsFacts
- 7. Service CultureFacts 91% of unhappy customers will not willingly do business with you again FactsFacts
- 9. Service CultureFacts Of all companies with outstanding customer service 70% them uses customer feedback to make strategic business decisions FactsFacts
- 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 can you do?What can you 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 One full day workshop Groups with max 10 delegates/workshop Our Workshops are…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 ➢ 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: ExcellenceExcellence
- 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. Who should attend?Who should attend? Anybody within the company in direct contact with customers ➢In person ➢On the phone ➢Via email
- 22. Services offeredServices offered 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 can not 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
- 23. Some of our clientsSome of our clients
- 24. Contact us Our contact details