Customer Service: An intro and its importance

An introduction to DDV Training !

Customer service excellence Designer workshop for your company

Today’s challenges As we are at the start of a new year and as every year business is getting more and more challenging, it is imperative that we are delivering the highest quality possible to the paying customer.

Never has it been more important to stay ahead of the competition and provide a service that the customer demands and even more so deserves.

Why training & development?

How you treat your customers can make the difference between a loyal returning customer who will, through conversations and story-telling, become an ambassador for your organisation and a lost opportunity or negative influence for your company, somebody more likely to use your competitor’s services in the future.

We have all been customers in various situations, when in a restaurant or shop, when buying a car, in the bank, or at the insurance broker and we have all experienced both good and bad service, in person, on the phone and online. ! !

Why so important?

It’s easy to assume you’re providing good customer service – after all how hard can it be?

If the customer needs help, you help them. If the customer has a problem, you fix it. Right? But, providing excellent customer service and being consistently about it, is very difficult.

Employees need to know exactly what’s expected of them and what good service looks like.

Think about how many businesses you interact with on a daily basis. How many provide truly memorable service? It’s hard to think of any isn’t it! That’s because excellent service takes work and dedication. !

For who is this a necessity?

A customer service workshop is interesting for anybody but a necessity for those in direct contact with the customer.

Whether you communicate face to face, on the telephone or by writing, not knowing the skill of customer service can lead into loosing a client (client=income) instead of creating loyalty and trust.

To provide Excellent Customer service that can handle any kind of customer and situation, you will need to fully understand and master this skill so you can utilise all the tricks in the book at the right moment.

Customer service is like a science‌. Much more than saying thank you, come again and having a smile on your face‌

One more thing No matter what position you aspire to, you’ll always have someone as your customer. If you develop a truly dedicated attitude towards customers it will only help your career.

About DDV Training + 15 year relevant experience Customer focused Understanding the different levels of seniority and their roles within an organisation Understanding of different industries through professional experience Market competitive rates Bespoke workshops through extensive research Davy Davies-Vaneetvelde Managing Director Training & Development consultant

Personalised courses for individuals, SME’s and larger organisations

Our workshop: Objectives Keep conversation on track using conversation framework and techniques Adapt own communication style to build rapport with the customer and show empathy for the customer’s situation Use language that is “Can do” and initiates a positive customer response Ask probing questions to establish the customer’s requirements Summarise and paraphrase important points back to the customer Present the company in a positive manner Gain agreement from the customer on the next stage in the process Learn how to solve problems and how to react to complaints

Our workshop: Outcomes Improved customer satisfaction scores Reduced escalations Increased resolution rates A common service language amongst all employees Improved staff moral and reduced staff-turnover Improved productivity

Our Process

1. Identify the exact need and the solution we can provide 2. Pre-assessment to establish industry needs and level of CS 3. Creating bespoke training workshop to match your company’s needs 4. The fun yet educative workshop will take place 5. Post training evaluation to establish progress 6. Intense post training support for 2 weeks. 7. Re-establish improved level of the participants 8. Refresher workshop available if required by client (recommended yearly)

Designer workshop Our workshops are designed to reflect your employees’ every day experience, suit your needs, those of the industry your company is active in.

Real examples are discussed throughout the course and roleplay exercises are being used to assist in understanding and how we should react in different circumstances and scenarios that your employees deal with on a daily basis.

Contact details Davy Davies-Vaneetvelde Managing Director and Training & Development consultant !

WEB: www.ddvskills.com EMAIL: davy@ddvskills.com TEL:

+27 (0) 72 596 80 71