Further Details
Objectives:
It will provide front line staff or their managers with a host of usable techniques and ideas for improving the service and the working relationships with their customers.
Suitable for:
All employees wanting increased awareness of skills and confidence in dealing with colleagues in other departments and/or external customers.
Course Content:
Recognise what 'customer service excellence' really means - to you and your customers
Customer expectations
First impressions and building confidence
Questioning and Listening
Dealing with difficult situations
Handling complaints
Understanding and managing customer demands
Identify 'best practice' in managing different customer situations, including complaints
Measure and assess how well customer service standards and objectives are being achieved
Overcome communication barriers and form stronger relationships with individual customers and colleagues
Guide price
£275 per day inc ALL expenses |
