Quality Service

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

PARTICIPANTS WILL LEARN TO:

• Define what quality service means in practice
• Recognize customer needs and expectations
• Communicate with clarity and professionalism
• Handle service challenges with confidence
• Build trust through consistent follow-through

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

METHODS TO BE USED

This instructor-led course uses practical discussion, service scenarios, guided activities, and real-world examples to help participants strengthen customer service skills they can apply immediately. Participants will explore quality service principles, practice communication techniques, and identify ways to create more consistent, positive customer experiences.