What good Customer Service is?
an expert training for customer service people
This program will help you and your organisation in:
Understanding what good Customer Service is. Participants share their own experiences of receiving good and bad customer service and work towards an understanding of common principles.
The Customer is King? Participants explore ideas about customer relations. Which beliefs underpin a productive, “win-win” attitude – and which beliefs can undermine it.
Communicating with the customer
Body language – creating a good impression without words
Exploring a range of communication styles. Participants identify their own preferred style of communicating and learn about its possible impact on others. They practice modifying their own style to enable them to create a rapport with different types of customer.
How to say “no” whilst maintaining a good relationship with the customer.
Dealing with verbal complaints and angry customers.
Effective telephone communication.
Optional Modules
Handling complaints in writing.
Identifying your customers and understanding their needs. (For participants working in with a range of internal customers)
Exploring the corporate Customer Service Charter.
Developing a Customer Service Charter for the team, department or company.
Taking Customer Service to the next level – using participants’ creativity to enhance the service provided at personal, team or corporate level.
The customer focussed company. How managers can motivate staff to give a better service, identify barriers and ways to overcome them and deal with staff who are underperforming.