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First Class Service

What is First Class Service? 

What do your customers really think of your business? Are they prepared to recommend you to others and do they come back to you confident in receiving a positive buying experience? If you don't know the answers to these questions then it's time to find out and ensure your customers are so happy with their purchase they will...

• Buy from you again
• Recommend you to others
• Turn to you for help and advice before anyone else

Customer satisfaction isn't about a lack of complaints. It's about having your customers so happy with their buying experience that they'll willingly encourage others to do the same.

Who would benefit from this training program?

Anyone who deals with your customers either face to face, on the telephone or in writing. All of them no matter what their function are ambassadors for your business. How are your support staff representing you now?

The objectives 

Your support staff will develop the key personal motivators to want to take ownership of the customer relationship and develop it further. They will also acquire hands-on practical skills for the delivery of first class service. These two factors are the key to unlocking the service potential of your organisation and keep your customers coming back.

What are the major benefits?

• Identify who's really important to your business and why
• Give your top 20% of customers the very best you have to offer all the time
• Develop the key personal motivators to take ownership of the customer relationship
• Understand the business reasons and personal benefits of keeping existing customers versus acquiring new ones
• Understand the lifetime value of customers and how to increase this value over time
• See the support services as a vital part of the sales process and a key determinant of higher future sales
• Understand the purpose for the company vision and interpret that purpose into personal motivation factors
• Solicit useful feedback from customers in every situation for performance enhancement and increased satisfaction
• Develop the personal motivation to want to deal with complaints and turn them into great opportunities for the company
• Feel empowered by the support process and motivated to perform at high levels of professionalism
• Develop the will to take ownership of problems and receive enormous satisfaction from seeing them resolved
• How to recover from a poor service record and develop a new relationship based on trust and realiabilty
• Have your customers speak on your behalf at every opportunity
• See your customers as the goldstream of your business and treat them as if they are worth increasingly more to your business

Why this is different from other customer service training program?

Customer service doesn't just happen and an attitudinal shift won't occur from reading a book or getting a pep talk. Changing behaviors and attitudes requires the person to actively participate in the new way so they can take that away with them and implement it in any environment.

Over 70% of our programs are practically delivered requiring your support staff to engage in real-world service scenarios. The complexity and emotional charge of the situations increases to give your staff the required self-confidence to deliver first class service in every situation.

What is the program format?

Minimum of 70% of the alloted program time is spent engaged in practical real-world service scenario's with critical appraisal and correction by our skilled service consultants. The remainder of the program is spent listening to, questioning and probing the minds of our expert consultants to understand the material thoroughly.

To find out more about our training programs and services, please contact us (02) 9411 1345 or email us at info@qec.net.au

 

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