Customer Service

Course Overview

In today's competitive markets, customer service determines the winners and losers and is critical to the success of any organisation. This one day training course will cover the definitions of good customer service, list strategies for dealing with difficult customers and ensure that your company provides the best Customer Service possible.

Audience

This course is essential for anyone who manages customer service and individuals with a customer facing role, whether on the telephone or in person.

Skills Gained

After the course delegates will be able to:

• Define customer service in discussion groups
• Practise listening and observing using role play
• List strategies for dealing with complaints

Prerequisites

None.

Course Outline

• Defining Customer Service
• Customer care - Nice or Necessity?
• Consequences of good/bad service experiences
• The cost of a dissatisfied customer
• The key impression points, appropriate manners
• Asking Questions Really listening - gaining understanding, showing empathy and building rapport
• Blocks to Listening
• Body Language
• Dealing positively with challenging situations
• Managing complaints
• How to deal with angry customers
• Good Account management
• Exceeding expectations
• Professionalism - Developing and Maintaining
• Creating an image over the phone
• What to say - image wreckers
• Personal Action Planning