Improved Customer Service

Price Code: B

Aimed at:

This comprehensive customer service programme is aimed at anyone who interacts with customers both internally and externally.
The participants will be encouraged to “see things from the customer’s perspective” and will be given the skills, knowledge and information to deal with most service situations to achieve a positive outcome.

Objective:

At the end of the programme delegates will be more confident and positive in their role and more aware of how vital every customer is to the success of their organisation.

Course Objectives:

To understand why customer service is essential
To understand who our customers are
To recognise the importance of teamwork
To appreciate the needs, wants and perceptions of your customers
To be able to recognise expected service and exceed those expectations – internally and externally
To understand the importance of first and lasting impressions
To understand the importance of a positive attitude
To improve and develop exceptional communication skills
To appreciate the importance of feedback and make improvements
To be able to deal with aggressive and negative behaviour
To deal with complaints effectively
To deal with change effectively
To be able to ‘put it all together’ and be able to communicate the message throughout the organisation
How to deal with complaints effectively