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Course Overview:
You as frontline members of staff need to have the confidence and the ability to deal with enquiries and complaints professionally and effectively, resulting in satisfied customers. Remember a quiet customer is not necessarily a satisfied one!
Course Objectives:
• Developed a clear understanding of the importance of looking at Customer Service from the customers view point • Developed the necessary skills to enable them to effectively deal with various scenarios • Recognised the challenges facing them • Understood the essential elements of good customer satisfaction • Identified key ‘meet & greet’ statements • Developed a personal action plan
Course Content:
• Introduction - Course and Delegates Objectives - Review of Current Initiatives and Challenges faced by Participants • Professional Behaviour - Who are your Customers? - What is the Definition of Customer Satisfaction? - What is Unprofessional Behaviour? • Professional Telephone Behaviour - What to Say and How to Say It - What Not to Say • Customer Services - What Is It Really Like - The Different Expectations of Various Types of Customers - Dealing with Internal Customers – Colleagues are Customers too! - How to Measure Customer Service • Dealing with the Difficult Customer - Identifying What Makes an Angry Customer - It’s Not the Problem it’s the Solution that Counts - Turning Difficult Situations Around - Diffusing Anger - Assertive Behaviour
Duration: One Day