EXCELLENCE IN CUSTOMER CARE
This current, insightful and highly practical course aims to equip staff with the correct skills to offer excellence in customer service. It focuses on the what, why and how of delivering high quality customer care, where staff consider their customers and see the impact of poor communications on customer relationships. It focuses on the key attitudes, behavioural responses and critical skills that underpin a standard of excellence. For maximum impact, it is customized to deal with a comprehensive range of realistic scenarios highlighting key learning points for improved communications pertinent to your company.
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Course Outline:
• Understanding Your Function as a Customer Service Provider
• Understand Your Customers Expectations
• How Attitude, Behaviour and Skills Determine Customer Service Excellence
• The Difference between Poor, Acceptable and Excellent Customer Service
• The Process of Communication
• Listen, Question and Clarify Effectively
• Managing Expectations
• The Importance of Assertive Communication
• Effective Use of Non-Confrontational Language
• How to Deal with Difficult Situations/Complaints Effectively
• Build Rapport, Trust and Empathy
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