Customer Service Excellence

Building a customer service culture

Many people believe that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of companies. By definition customer service is a series of activities designed to enhance the level of customer satisfaction. Achieving customer satisfaction is dependent on two key factors; the first is on staff understanding customer service policies; the second is dependent on employees who can adjust themselves to the personality of the customer.

Even if you have staff that has an innate ability to understand and respond appropriately to customers needs, they still will benefit from the understanding and support of customer service skills training. More importantly than the skills of any one individual, customer service skills training helps establish a consistent, and repeatable customer service experience across an entire business.

DST people Customer Service Skills programs offer a practical solution to increase your ability to retain customers by:

• Implementing a process to identify current issues and risks
• Assisting staff delivery of a positive brand experience
• Ensuring staff delivery of company essence and values
• Tailoring a program structured around agreed company objectives, context and challenges
• Providing flexible support options