Further Details
Course Objectives:
By the end of this course delegates will be able to:
· Demonstrate effective communication skills and their impact on delivering world class service
· Explain how to recognise what customers expect in terms of customer service and the implications to all involved if that standard is not met
· Demonstrate how to handle challenging customers
· Describe how to deal with complaint in a professional manner
Content:
Course content includes:
· What is customer care
· Reactive v proactive customer care
· Identifying our customers expectations
· Internal and external customers
· Creating magic moments
· Moments of truth
· Communication skills – questioning, listening, what words to use, tone e.t.c.
· Attitudes and their impact
· Delivering World Class Service
· Identifying customer needs
· How to deal with complaints
· Handling challenging customers
· Developing assertive behaviour
· Putting customer care into practice
Guide price
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