Individual Customer Service Program

This practical and enjoyable program will equip staff with the knowledge, awareness and practical skills needed to communicate professionally and enthusiastically towards customers.

Course content includes:

• Projecting a Positive Attitude.

• Defining Customer Service Excellence.

• Creating a Professional Image and Building Rapport.

• The Customer's Basic Needs.

• Behaviour that Impress/Frustrate the Customer.

• Professional Greetings.

• Your Dynamic Voice.

• The' Vocal Smile'.

• Positive Language.

• Listening Skills.

• Dealing with Difficult Customers.

• Understanding Personality Profiles.

• Thinking on your Feet.

• Assertiveness vs Aggression.

• Body language and Eye Contact.