Overview
This is a one-day tutor-led workshop designed for individuals or businesses that want to develop processes and teamwork to enhance the key relationship between staff and customers.
Covering all the key areas involved in customer service, you'll be asked to consider the essential aspects of 'Customer Service' and about the skills required for its effective delivery.
During the workshop you'll work on theoretical situations, carry out skills building exercises and discuss all the key customer service aspects.
Once you've completed the seminar you will be more aware of who your customers are and what they really want, therefore enabling you to handle different situations confidently and expertly.
You will be given a workbook with exercises and individual notes to ensure that the skills learnt on this course will be successfully applied and the knowledge consolidated.
Topics covered include: -
Who are your customers? What do your customers want?
How to make customer care exceptional
Manage customer expectations
How good is good enough?
Building a positive environment
It's in the detail - things to think about
Active listening is better listening
Handling complaints
Dealing with customer emotions
Keeping calm and calming the upset customer
Phrases likely to upset
Getting the problem solved
How to make improvements.
