"Happy customers are your biggest advocates and can become your most successful sales team."
‚îÄ Lisa Masiello
Discover how to generate repeat business, improve every customer experience, and increase satisfaction levels by gaining the skills and techniques that you need to deliver excellent customer service to your clients. All delivered by our trainers with years of Customer Service experience.
This one-day tutor led workshop is perfect for anyone who works in a customer service environment and wants to effectively develop and manage relationships with internal and external customers.
By actively participating in this course, you will learn how to
Describe the importance of individual and supportive customer service
Describe how our attitude affects the way we behave and the service we provide
Use a range of communication tools as part of the overall customer relationship management
Influence others and manage expectations
Effectively manage challenging situations and difficult customers
There are no pre-requisites for our onsite or in-centre courses. For our Virtual Classroom training you will need a laptop or PC with a working microphone. A webcam is also recommended for the best experience!.
Customer Service (small group discussion):
Who is our customer?
What do they need from us?
Good customer service experiences
Bad customer service experiences
Implications for the team
Force Field Analysis
Helps and hindrances
Empowerment: you and your customers
Listening and questioning skills
Assertiveness: saying ‘no’
Managing difficult behaviour
Making an action plan