Customers won and retained, communicating, being assertive, keeping customers
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WORKSHOP DESCRIPTION
This workshop discusses what customers expect when they deal with us, what tone and words they expect to hear and what their requirements are. Everyone is a customer, internally and externally. Employees leave their place of business because they are not treated the way they wish to be treated. Customers do the same.
WHO SHOULD ATTEND:
- Customer Service Representatives
- Managers and Supervisors
COURSE OUTLINE
Awareness of Customer Service
- What do they expect
- Advising to the customers the extent of their service
- The 10 commandments of quality service
Problem solving in a customer driven environment
- Verbal, non-verbal and visual, using all three to be the best communicator
- Using these behaviours to be assertive when necessary
- Making attention to detail the number one priority
- Behaviour breeds behaviour, understanding how our actions can cause others to become angry
Relationship building and maintaining
- Using the voice to project words and thoughts
- What to do when a customer gets assertive
Getting and keeping the Customer
- Creating an action plan to build the best customer service centre possible
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Course Code: CEC501
-cp.5-