Further Details
Overall aims of the workshop:
To provide each delegate with an understanding of the commitment their company makes to providing excellent customer service.
To provide each delegate with the skills necessary to make a really positive impact on customer service
To develop an individual action plan, for each delegate, for improving customer service.
Key content
Why good customer service is important
- Definition - what is good customer service?
- Benefits
- Exceeding expectations
Who are customers
- Internal
- External
Projecting a positive image
- Company vision
- What is there to be proud of?
- So where do I fit in?
- What else can I do to feel proud?
Positive communication skills
- Building rapport
- Effective questioning
- Effective listening
- Positive body language
Difficult customers and situations
- Behaviours and attitudes
- Creating win-win situations
- Problem solving
Personal effectiveness
- Confidence to do the right thing
- Identifying resources and people who will help
- Working together to make it happen
Developing a personal action plan
- Setting objectives
- Building a support network
Guide price
£110 per delegate (min 6 delegates per course) |
