Customer Service

Customer expectations of service keep getting higher.  This programme takes a practical yet light-hearted approach to the challenges of providing effective service.  It coaches people in the important etiquette for dealing with customers and teaches useable skills in handling difficult situations.

Service:

Communicate for service

Many service roles face a unique set of communication challenges. Our specialised courses deal with these challenges in a practical and enjoyable way.

Your key role in service

• Good and bad service in today’s rapidly changing world

• Your crucial role

What do people want?

• The six basic needs of customers

• What can you do about these needs?

Face to face with your customers

• Using an effective system

• Active listening – the key to client communication

• The client is always right, even if you have to say no

• How to take the ‘can-do’ approach

Telephone dynamics

• Handling the etiquette of the call

• Projecting a friendly professional impression

• The three keys to a good telephone voice

Handling the difficult client

• The four step system for managing the angry client

• Dealing with common difficult types

• Putting on your professional raincoat so you defuse the anger

• The ‘can-do no for client service

Moving on with service

• Ten key client service habits