Excellent Customer Service
Description: |
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. |
Objectives: |
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
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Pre-Requisites: | No Previous Knowledge is required |
Duration: | One day |
Introduction 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 Effective Listening Questioning Techniques Probing Summarising the conversation Handling Complaints We need complaints Ownership of complaints and problems Working with your customers, not against them Simple methods of dealing with complaints Tough Customers Staying cool under pressure Dealing with conflict |
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