Customer Service and Revenue Generation

Customer Service and Revenue Generation

Customer service is a key differentiator in a context where companies are offering comparable products and services within increasingly tight budgets and limited resources. Terms like ‘more for less’, efficiency savings and cuts are now everyday language. This course will help frontline customer service staff and managers understand the value of good service and the cost of poor service. Delegates will apply the service-profit chain and customer lifetime value models to their own contexts to identify opportunities for revenue generation within the service experience.They will learn about the impact of making postive first impressions and building solid customer relationships. By adapting their behaviour to suit different customer personality types, delegates will increase their chances of achieving postive outcomes more often, even when things don't go to plan.  Through roleplays and other interactive exercises, delegates will develop their ability to delight customers and when needed to transform negative experiences into positive ones.Every delegate will leave the course with a challenging but realistic development plan to dramatically improve customer service delivery in their area.