Customer Service Essentials

Satisfied customers are paramount to business success. Understanding and meeting customer needs is an essential skill for staff across all customer facing roles. The impact of poor customer relations can be felt directly on the bottom line. To delight your customers, your staff needs to think like them, respond to their needs and deliver promises. This course will develop the essential people skills that are at the heart of quality customer care.

Key Objectives

After attending this course delegates will understand:

• Inspiring excellent customer care in today's competitive market place
• Developing effective customer communications
• Understanding the role of support services in delivering good service
• Creating and maintaining positive customer relationships
• Handling complaints positively and gaining feedback to improve service delivery

Course Outline

• Who are our customers and what do they really want?
• Establishing rapport and improving inter-personal skills
• Our own and customer's behavioural styles
• Non-verbal communication
• Questioning techniques to establish the customer's REAL needs
• Developing active listening skills
• Teamwork to improve customer relationships
• Becoming a more effective team member
• Value added services
   

Key Benefits

• Increased customer satisfaction
• Greater customer retention and repeat business
• Reduced risk of complaints
• More effective team work between departments