Customer Service Skills

Day 1
– Understanding customer service and the benefits of delivering excellent customer service
– Identifying and developing the skills required to care for your customers
– Understanding what your customers expect from you
– How to manage your customers expectations when they set unrealistic goals
– Recognising opportunities to enhance the long-term relationship with your customer
– Projecting a professional image through the use of non-verbal and verbal communication
– Creating the right impression both face to face and over the phone using correct phone etiquette
– Understanding your customers communication style and how to adjust your own style to communicate more effectively
– Managing a difficult customer and situation to a successful outcome
– Delivering the service no versus the hard no how to use positive language to enhance the customer relationship
– Development Plan – participants create a development plan of key learning points to implement in the workplace