The training programme is for delegates to become more professional and effective in the way they handle both face to face and telephone service when dealing with internal and external customers. Delegates will understand the impact on them and their organisation of providing the best possible service learning to communicate with customer’s in a professional and effective manner.
COURSE OBJECTIVES
TARGET AUDIENCE
COURSE CONTENT
Defining good service
Evaluating service levels
Defining customers
Understanding the Moment of Truth
Defining WOW service
Dealing with difficult clients and complaints
Understanding customers
Communicating correctly with customers
Building customer relationships
Exploring telephone etiquette
Processing calls professionally
Personal accountability
This course is intended for all employees in organisations who recognise that a highly competitive market prizes Service Excellence above all customer retention factors.
Introduction to Customer Service – 21st Century Challenges
Good vs. Poor Service
Who is my Customer?
Customer Satisfaction
Wow! Service – Going the Extra Mile
Dealing with Customer Complaints
Understanding your customer
Communication Skills – a Vital Tool for Excellent Customer Service
