Exceeding the Needs of your Customer

Aims

Key staff must exhibit the characteristics that you want your company to represent; they must be efficient, friendly, organised and customer focused. Business can be won or lost by the experiences your customers have when dealing with your front-line staff.

The aim of the course is to focus on the key issues of first impressions, representing the organisation, identifying internal service customers and practices and recognising how to improve service. You will gain a better understanding of how these directly affect customer service and will identify areas for improvement.

Structure

This is a one-day programme aimed at front line staff who are responsible for dealing with customers face to face and by telephone. This programme will enable you to reflect on your current skills, knowledge and behaviours and action plan accordingly.

Content

This course will cover the following topics:
• Defining internal / external customers
• What are their expectations?
• Recognising key factors in good/bad service
• What makes excellent service?
• Giving consistent level of service
• First impressions
• Image and appearance
• What affects customer retention?
• Handling complaints and angry customers
• Dealing with conflict and solving problems
• Staying calm under pressure
• Interpersonal skills
• Questioning and listening skills
• Providing accurate information ? `right first time?
• Methods of communication effectively
• Identifying ways to improve service

Associated Courses

• Telephone and Reception Skills
• Handling Conflict

Suitable For

This course is suitable ideal for Customer Service staff, PAs, Reception staff, Office administrators, Telesales/telemarketing staff

Price

£165 (ex VAT)

Tailored

As well as being open to any individual, this course can be delivered:
• to meet individual company requirements
• to company housestyles and templates
• within company premises
• specifically to a group or team of staff