Customer Service
Many customers experience a combination of mild dissatisfaction and mild satisfaction. This is the Zone of Indifference. These customers can be lured away by marginally more effective competitors, or locked in through the delivery of superior customer service which reduces dissatisfaction and increases satisfaction.
How do organisations sustain customer loyalty? Delivering effective customer service is achieved by satisfying customer needs and expectations whilst supporting the organisation’s objectives and strategies.
Wilson Learning Service Programs
Looking after the customer’s needs and expectations is the consultant role. Looking after the organisation's interests is the role of the strategist. The challenge is for the service provider to achieve a balance whilst managing themselves and the customer throughout the interaction.
Wilson Learning’s leading edge Customer Service curriculum enables organisations to develop the behaviours and attitudes for successful customer service delivery whether this is face-to-face or over the phone. This achieves satisfaction for the customer, the service provider and the organisation.
