Principles of Customer Service
Today's marketplace has more sphisticated customers with ever increasing expectations of higher levels of service and attention. They are much more demanding and often more assertive in the way they approach issues that need to be resolved. How are you distinguishing your organisation in a competitve environment?
Workshop Benefits
In this practical programme you will learn about:
- The key elements of customer care
- How to make the most of every conversation with a customer
- How to manage customer behaviour
- Your attitude - it can make a world of difference
Workshop Content
This 1 day workshop covers 4 key areas.
Part 1: Key Elements of Customer Care
- Moments of truth
- Challenges to providing excellent customer service
- Challenging me
Part 2: Optimising your conversations
- The greeting
- Active listening
- Acknowledging the customers request
- Positive phrasing
- Questioning techniques
- Proposing the right solution
Part 3: Managing Customer Behaviour
- Types of customer behaviour
- The three strike rule
- The communication exercise
Part 4: The difference is you
- Motivation - Hierarchy of needs
- Learning styles
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For more information please contact us:
T: +353 01 892 8019 | E: [email protected]