Customer Service 2 Days
Course Aims
This two-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
Day 1
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Service Excellence
- Why service excellence is so important
- First impressions
- Shopping Task
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Managing for customer service
- Exceed customer expectations
- Moments of truth
- Handling complaints
- Empowered staff
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Communication Skills
- Telephone Behaviour
- Voice Control
- Skills Practise
- Positive Communication
- The language game
Day 2
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Behaviour Breeds Behaviour
- Experiences
- DVD activity
- Skills practise
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Identifying Customer Needs
- Implied and explicit needs
- Uncovering client needs
- Hidden needs
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Dealing with demanding customers
- Types of customers
- Communication choices
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Positive Attitude
- Motivation blockages
- Positive mental attitude
- Values and vision
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Action Plans
