COURSE OVERVIEW

These days having the best product or service is not enough, customers demand ever higher levels of service. People serving your customers are in the frontline of your business and this programme will equip them with the skills and confidence to deliver the highest levels of service to your customers when the "moments of truth" arise. In the world of customer service a "moment of truth" is an opportunity for you to demonstrate excellent service by their exceeding expectations. Not always easy to do under pressure.

Who Should Attend?

Anyone in the company who deals with customers directly or indirectly by any means; on the phone, in writing, via e-mail or face to face.

CONTENT

• Who's a customer? - Internal/External customer
• Recognising different customer types
• Meeting customer needs
• Developing listening skills
• The importance of rapport - how to create it
• Good communication techniques - by phone, writing/e-mail, face to face
• Managing own behaviour - sending the right message
• Best practice - tools and techniques to consider
• Dealing with difficult customers and situations
• Spotting opportunities
• Maintaining a confident state and the right attitude

Our courses are practical, lively and participative. There will be a minimum of 6 delegates but no more then 12 on any course so individual attention is assured. Participants will receive a full workbook covering all areas covered to use as reference for the future.