Customer Service & Care

The primary aims of this instructor led workshop is to refine the communications skills and revitalise the attitudes that transmit real Customer Care in order to assist delegates to interact with customers in a productive and positive manner.  Whether first contact or to maintain an established client relationship, the workshop encourages attendees to recognise the vital importance of maintaining credibility and that a positive lasting impression is made every time. This course aims to ensure delegates display the professional, polished image the organisation wishes to project, whether in a face to face setting or on the telephone. This programme is suitable for those with customer facing roles at all levels.

Duration - 1 day

 

Course Content

  • Being Proactive; taking responsibility, the customer experience begins with me​
  • Add value to customer relationships and exceed expectations
  • Adopt a consistent, professional style when speaking with customers
  • Listen effectively, ask questions and summarise to respond fully to a customer request
  • Communication: Creating rapport; questioning and listening
  • Building trust
  • Handling conflict and negotiating your way through difficult situations
  • Problem-solving – turning customer service disappointment around