Further Details
Every business’s primary objective is to attract and keep customers. In today’s competitive environment customers have recognised that good quality service is one of their key requirements. This course is designed to provide the delegate with an understanding of why the level of customer service is so important, and recognise their role and responsibility towards delivering quality standards.
Delegates will learn how to project the right image face to face, on the telephone or in writing, by improving their interpersonal skills. They will build on their ability to maintain customer loyalty by meeting, or exceeding customer expectations, whilst remaining committed to the Company’s vision
and goals.
Understanding what is meant by ‘Quality Customer Service’
Getting to know the customer and their primary needs
Getting the first and last impressions right
Maximising the ‘moments of truth’
Presenting the customer focused image
Understanding the customer’s perspective
Techniques for improving listening skills and how to ask the right questions
Increasing confidence to deal effectively with different situations and overcoming barriers by building rapport
Achieving excellence by meeting/exceeding customer needs and expectations
Formulating a personal practical action plan
Guide price
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