Duration - 1 day
Create the right impression of yourself and your company and present an image of total customer care and to clearly understand how customers form their first impression. Communicate confidently and handle customer visits and calls with courtesy, enthusiasm and friendly efficiency. To project professionalism, manage difficult and aggressive customers, and resolve problems.
Course Content
- A common understanding of what exceptional customer care is (internal and external customers) and gain tips and tactics to demonstrate this level of service including body language, dress, voice, manners, empathy listening
- Giving customers and work colleagues the right impression
- Recognise how you come across to others and the assumptions people make
- Take responsibility and appreciate the ‘life time’ value of a customer (internal and external) to the organisation
- Understand the “payoff” of good customer service and how it changes the company’s bottom line profit
- Develop responsiveness and enthusiasm, the right attitude and the personal touch
- The importance of knowing your product and being aware of what is going on around you
- How to deal with enquiries - getting the facts, taking messages, asking the right questions
- The importance of team work
- Handling complaints and demanding work colleagues and customers. How to say ‘no’, when you really have to, without causing resentment.
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