|
Learn how to: · Make a difference and recognize the impact you can have · Deal with angry customers · Say the right thing in the right way · Listen and speak the customer language · Turn shoppers and “Information seekers” into buyers Key Objectives: · This course focuses on the concept of complete customer service, introducing the key skills needed to provide effective service. It encourages every member of the organisation to become proactive in developing effective customer service approaches and procedures.
By the end of the workshop the participant will: · Understand the importance of customer service for company growth · Recognise the importance of personal attitude, skills, expertise and self-presentation · Appreciate the different needs of individual customers and know how to provide service to meet those needs · Use effective communication skills · Use the telephone courteously and efficiently · Handle complaints helpfully and confidently · Encourage customers to return for repeat and extended business. · Know how to receive and respond to feedback from customers · Take individual responsibility for providing service to customers
|
