Further Details
COURSE OBJECTIVES
Understand the impact of good/bad service.
Take more responsibility for complete customer satisfaction.
Handle customer objections and complaints positively.
Enhance the reputation of the company.
Create and maintain a professional customer-led image.
Learn how to develop customer empathy.
Remain calm even when under pressure.
COURSE DESIGNED FOR
Front line staff in direct contact with customers, either face-to-face or on the telephone who are required to manage a wide variety of customer expectations.
COURSE CONTENT
Customer Care - It’s Important ~
The consequences of good/bad service
Looking to exceed customer expectations
Managing customer's heightened expectations
The Customer-led Approach ~
Putting customer needs first
Making the customer feel special and valued
How much time has the customer got – be effective or be friendly?
Ensuring there is a ‘no pressure’ relationship
First Impressions Count ~
Managing first impressions face-to-face
Managing first impressions on the phone
Communicating Positively ~
Establishing rapport
What not to say - image wreckers
Positive body language
Ending on a positive note
Front Line Complaint Handling ~
Understanding the customer’s real problem
Caring about the problem - ensuring the customer feels listened to
Saying ‘no’ constructively
Developing customer empathy
Practical role play exercises
Handling the irate customer
Handling the chatty customer
Handling the apologetic customer
Personal Development ~
Action plan
Checking your customer care attitude
Guide price
£395 1st delegate (£195 for all othes from the same organisation) |
