Advanced Customer Relationship Skills (ACRS)
There seems to be general agreement amongst most people - good service is now a standard expectation. It follows that most people are adamant that they themselves provide good service to others. Strangely though, the same people report that they often receive poor service from others. It seems that Father Time has been unsuccessful in closing this gap.
The real issue is that addressing customer service issues too often fall into the low priority or "nuisance" category. Perthaps there just isn't time, but more often it's easy to ignore the soft issues when the bottom line is ticking over. It is often then that most of the damage is being done. It can be very costly when management remain ignorant of how staff are really treating their customers - the very same customers that are keeping the company in business.
It has been shown in countless organisations that only proactive intervention will change a poor service level culture in any organisation. A characteristic of the human race is that we tend to be big on expectation but not quite as big on delivery – similar perhaps to our relationships. Very few organisations have a true “customer service culture”, a system of doing things, and a method of reversing bad habits.
That’s why we’ve designed, perfected and continue to receive orders for our uplifting 2-day “Advanced Customer Relationship Skills” (ACRS), delivered by quite extraordinary facilitators.
Course outline - There are six principle areas addressed in this course:
- Frontline and internal customer awareness
- Identification of personality style
- Communication skills
- Telephone Etiquette (optional)
- Problem solving and
- Criticism handling
This is followed by skills implementation and a motivational close.
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