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Great Customer Service - August

Confidence and first impressions are certainly vital when customers call you. Recording relevant data when speaking with customers shows you’re attentive and customer centred. Additionally, encouraging regular communication with customers can help maintain customer loyalty.

 

AIM

To develop the skills necessary to make every single customer 100% satisfied with the services and products a company provides

 

OBJECTIVES

By the end of the programme you will be able to:

·         Define Great Customer Service

·         Understand what customers expect of us and how customers form their opinion of us

·         Deal effectively with customers on the telephone

·         Practise email etiquette

·         Take responsibility for customer queries

·         Deal with customer’s Face to Face

·         Handle complaints in such a way that customers remain loyal

·         Manage angry customers and achieve win:wins

 

 

CONTENT

 

What is good customer service?

·         Why is it Important?

·         Understanding how others perceive you

·         Projecting the correct Self & Company Image

 

Enhancing Listening skills

·         Creating the core of any relationship

·         Deciding to listen

·         Understanding others

 

Understanding yours and others non verbal behaviour

·         The 3 V’s of communication – verbal – vocal – visual

·         Creating Rapport over the telephone

 

Handling Complaints and Difficult Situations Professionally

·         Effective questioning skills

·         Showing Flexibility and understanding

 

Getting to win:win with customers

·         Being assertive but fair

·         Saying No in ways that maintain the relationship

·         Achieving the best outcome for both parties

 

Action Planning

05-08-2019
09:30 AM - 16:30 PM
The Kings Church
The King's Centre 33-35 Victoria Road Burgess Hill West Sussex RH15 9LR GB
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Please see our terms and conditions for our cancellation policy. You must agree to these conditions before continuing to book.

Prices (excludes VAT)

Non-members:£340.00

Bronze:£285.00

Silver:£285.00

Gold:£285.00

Premier:£285.00

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