You as frontline members of staff need to have the confidence and the ability to deal with enquiries and complaints professionally and effectively, resulting in satisfied customers. Remember a quiet customer is not necessarily a satisfied one!
About Course
Course Overview
Course Content
Course Objectives:
- Developed a clear understanding of the importance of looking at Customer Service from the customer view point
- Developed the necessary skills to enable them to effectively deal with various scenarios
- Recognised the challenges facing them
- Understood the essential elements of good customer satisfaction
- Identified key ‘meet & greet’ statements
- Developed a personal action plan
Course Content:
- Introduction
- Course and Delegates Objectives
- Review of Current Initiatives and Challenges faced by Participants
- Professional Behaviour
- Who are your Customers?
- What is the Definition of Customer Satisfaction?
- What is Unprofessional Behaviour?
- Professional Telephone Behaviour
- What to Say and How to Say It
- What Not to Say
- Customer Services
- What Is It Really Like
- The Different Expectations of Various Types of Customers
- Dealing with Internal Customers
- Colleagues are Customers too!
- How to Measure Customer Service
- Dealing with the Difficult Customer
- Identifying What Makes an Angry Customer
- It’s Not the Problem it’s the Solution that Counts
- Turning Difficult Situations Around
- Diffusing Anger
- Assertive Behaviour
