...course overview

The skills to give excellent customer service are essential for people working in the frontline of organisations. Whether dealing with external or internal customers it is necessary to be able to delight customers in a way that retains and grows the business of the organisation. It is sometimes also necessary to deal with difficult customer situations and complaints in a way that benefits the organisation and satisfies the customer.
This very practical course enables participants to identify common customer needs and communicate effectively with customers in a positive way

.....key content

1. The million dollar customer - understanding the true value of customers
2. What customers want from service
3. How to create an excellent first impression
4. Customer needs and wants
5. Customer communication - observe and listen
6. Delivering excellent customer service
7. Assertive techniques for difficult customer situations
8. The importance of accurate customer service record keeping
9. Personal action plan for improving customer service

...what objectives can I
         achieve?

1. Value customers
2. Create an excellent first impression
3. Identify customer needs
4. Communicate effectively with customers
5. Deliver excellent customer service
6. Apply assertive yet helpful techniques in difficult customer situations
7. Value the importance of accurate customer service record keeping
8. Develop a personal action plan for improving customer service