Customer Service
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At the end of this programme you will be able to:
• Enhance existing customer service skills and develop new techniques to improve your customers' experience
• Obtain from customers a clear understanding of their expectations
• Understand your own impact on customers and identify ways to improve it
• Utilise a 'toolkit' that will enable you to build customer relationships
• Handle challenging customers calmly and confidently
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Further Details
Introductions and personal objectives
Customer Service
What is "customer service?"
Why worry about customer service – What is the benefit to me?
The customer
Who are your customers?
Value of customer relationship building
Customer Expectations • what do your customers want?
Seeing the customers point of view - meeting expectations
Customer interaction
Barriers to communication
Interaction & communication skills
Taking responsibility for customer satisfaction - owning problems
First impressions
The power of Body Language
Active listening is better listening
How to build rapport and techniques for handling people
Handling difficult situations
Dealing with customer emotions
Calming the upset customer
Phrases likely to upset
Steps to problem-solving
Turning complaints into opportunities
Review and personal action plan
This Training Course is offered "in house" at the following locations:
Aberdeen
Dundee
Dumfries
Edinburgh
Falkirk
Glasgow
Galshiels
Kilmarnock
Kirkwall
Kirkaldy
Motherwell
Paisley
Perth
Inverness
Belfast
Durham
Darlington
Harrogate
Hull
Leeds
Newcastle
Sunderland
Cleveland
Wakefield
York
Blackburn
Bradford
Bolton
Carlisle
Chester
Crewe
Blackpool
Huddersfield
Halifax
Liverpool
Lancaster
Manchester
Oldham
Preston
Stockport
Warrington
Wigan
Cambridge
Colchester
Derby
Doncaster
Ipswich
Leicester
Lincoln
Nottingham
Norwich
Peterborough
Sheffield
Birmingham
Coventry
Stoke on Trent
Telford
Dudley
Hereford
Northampton
Worcester
Walsall
Wolverhampton
Cardiff
Llandrindod
Llandudno
Newport
Swansea
Shrewsbury
Bath
Bournemouth
Bristol
Dorchester
Exeter
Gloucester
Plymouth
Swindon
Salisbury
Taunton
Torquay
Truro
St. Albans
Brighton
Chelmsford
Canterbury
Guildford
Hemel Hempstead
Luton
Medway
Milton Keynes
Oxford
Portsmouth
Reading
Redhill
Stevenage
Slough
Southampton
Southend on Sea
Tonbridge
Bromley
Croydon
Dartford
London E
London EC
Enfield
Harlow
Ilford
Kingston upon Thames
London N
London NW
Romford
London SE
Sutton
London SW
Twickenham
Southall
London W
London WC
Watford
Shetland Isles
Outer Hebrides
Isle of Man
Guernsey
Jersey
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
