Customer Service 1 Day
Course Aims
This one-day programme will begin by enabling each delegate to assess the effectiveness of current Customer Service practices within their own organisation and to recognise the responsibility they have in achieving customer satisfaction. The course will give guidance in providing excellence in Customer Service and encourage participants to action plan for workplace improvements in processes, as well as personal improvements in attitudes and behaviours.
Course Outline
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Service Excellence
- Why service excellence is so important
- First impressions
- Assessment
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Managing for customer service
- Exceed customer expectations
- Moments of truth
- Handling complaints
- Empowered staff
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Communication Skills
- Positive communication
- Language game
- Behaviour breeds behaviour
- DVD activity
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Dealing with demanding customers
- Types of customers
- Communication choices
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Action Plans
