Teaches the skills to identify and meet customer needs and deliver excellent Customer Service, whether face to face or over the phone. Develop an understanding of why customers complain and how to recover the situation when things go wrong.
Who should attend?
- Anyone working in a customer service environment providing service to either internal or external customers. - Anyone handling incoming and out bound telephone calls.
Benefits for the delegate:
- Increased confidence in providing excellent Customer Service. - Improved relationships with Customers. - Manage difficult situations with Customers without being stressed.
Benefits for the organisation:
- Achieve a competitive advantage through excellent service. - Build effective Customer Service Chains. - More motivated and capable staff. - Increase levels of Customer Satisfaction.
Objectives of the Programme:
- To define Customer Service. - To show the importance of the Customer Service Chain. - To illustrate the Qualities and Key Skills required. - To show how to develop and maintain a Positive Attitude. - To show how to use the telephone effectively. - To illustrate how to use Questions. - To develop active Listening Skills. - To show how to handle Enquiries. - To illustrate how to deal with Complaints. - To demonstrate how to deal with different types of Customer. - To show how to explain unpopular Company Policy. - To show how to write effective letters, memos and faxes. - To show how to treat people in your company as Customers. - To show how to maintain Customer Satisfaction.
The course either has new dates in data loading, or is only run as a dedicated or In Company course.