Customer Service

All staff that need to improve on their existing customer service skills and develop new skills. This workshop will address general attitude in the workplace, motivate staff and instill confidence in their professional abilities. It will help them to achieve service excellence and enhance the impression your customer has of your organisation.

Outcomes:

Lesson 1: Human interaction

• Become a “people person”
• What good customer care means
• Different types of customers
• Learn who your customers are
• Secrets of success in business
• Important qualities in service

Lesson 2: Communication skills in customer service

• Telephone skills
• E-mail etiquette
• Different forms of communication
• Advantages & disadvantages of different types of communication Communicating bad news to customers

Lesson 3: Service standards

• Defining and implementing service standards
• Encourage customer feedback
• Loyalty in customers
• Relationships and customers

Lesson 4: Customer management

• Dissatisfied customers: managing, preventing and handling
• Techniques and communication skills used in problem situations
• How to handle customer complaints
• Why we should encourage complaints

Lesson 5: Stress in service situations

• Dealing with your emotions
• Sociable behaviour