Delighting The Customer

The first (and lasting) impression many customers form of your organisation is provided by the person with whom they first come into contact. The responsibility for that and many subsequent vital contacts may well lie with some of your least well-trained staff. It is essential that you give great customer service and that every customer contact at every level is handled in a professional way.

Through interactive tutorials and role-play our customer service course develops higher self awareness of the participants’ communication style, both over the telephone and in face to face situations. Through coaching, the participant develops more self confidence and so moves from a reactive-passive role into a more dynamic pro-active response to difficult situations.

Course Objectives:

After attending this sales training course, participants will have the ability to:

• Recognise opportunities arising from customer contacts and respond accordingly
• Establish effective customer communications by the use of rapport building techniques and the application of empathy
• Understand how to control a telephone call using questioning techniques and effective communication skills to bring the call to a positive conclusion
• Handle difficult situations with confidence and integrity to maintain customer relationships
• Understand the difference between assertive and aggressive behaviour
• Provide improved support and back-up to other parts of the organisation
• Challenge team members on inappropriate behaviour toward customers
• Develop standards of team behaviour.