Principles Of Customer Service

This one-day course comprehensively covers the essential principles of customer service. It is also used across a wide variety of industries where the quality of front-line customer service is key to the success of the business.

Content:

• Why customer service is such an important part of everyone’s role
• How to make customers welcome and giving an excellent first impression
• Using the customers’ names to create and build rapport
• Everyday Communication platforms – the do’s and don’ts
• The use of empathy to confirm with customers that their concerns are being taken seriously
• The importance of effective listening
• Learning when “no” is the right approach
• Recognising opportunities to cross sell and up sell
• Going the extra mile