Excellent Customer Service
Excellent customer service depends on the attitudes and skills of the individual employee. Without it few businesses succeed. People at all levels need to understand how communication works from the customer’s perspective and to get an understanding of the best way to approach individual customers.
Upon completion of the course student will have an understanding of rapport, the customer’s thinking and some of the differences between different customers. Delegates will also be able to recognise these different patterns, utilise them and so improve customer satisfaction
|No Previous Knowledge is required
The need for customer service
What is excellent customer service?
Who are our customers?
What’s in it for you?
Projecting a Professional and Competent Image
Communicate effectively in all situations
Verbal and non-verbal communication
Understanding Different Personalities
What is your personal style? – a self assessment
Recognising other’s styles
Communicating with other styles
Understanding Customer Needs
Summarising the conversation
We need complaints
Ownership of complaints and problems
Working with your customers, not against them
Simple methods of dealing with complaints
Staying cool under pressure
Dealing with conflict