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Customer Service

Finding the Customers

Marketing managers need to make decisions based on accurate information. This reduces uncertainty in decision-making and ensures that effort is concentrated on those customers that are most likely to be interested in your product or service. DJA assists you in effective market research techniques. You will learn how to:

► Demonstrate that all markets can be segmented in different ways.

►  Show how effective research can be conducted.

►  Review the different techniques and methods used in market research.

Service Excellence on the Telephone

Telephone Service Excellence aims to provide everyone that uses the telephone to communicate, with a useful range of service skills every time. This includes the capacity to listen to and understand the caller’s needs and to offer a positive response every time.   DJA will show you how to:

►  Identify the four stages of Prepare, Listen, Propose and Close.

►  Recognise the characteristics of effective telephone answering techniques.

►  Practice a number of response methods and techniques.

Improving Customer Service in the Organisation

Shows you how to customise your operations.  Tips on developing a clear service vision, strong partnerships throughout the supply chain and listening abilities have been designed to make your focus on the customer better than ever.  DJA will show you how to:

►  Lay the foundation for service readiness in the organisation.

►  Provide a conceptual framework to view the organisation as an ‘inverted’ pyramid with everyone focussed in the one direction - on the customer.

►  Point the way towards delegating the necessary authorities and empowering front-line staff to deliver outstanding service.

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