Delivering Excellent Customer Service
This course is for
administrative and
office staff dealing with external and internal customers face to face and on the phone. Participants may have experience of working with customers or be new to a customer-facing role. This is an opportunity to build confidence & skills in handling situations so that the customer feels they have received excellent customer service and potentially difficult situations do not escalate.
Aim
To extend existing skills through sharing best practice & learning techniques for confidently & expertly managing customer situations.
Objectives:
By the end of the course participants will :
• Have gained confidence and skills in dealing with internal and external customers
• Value diversity, respecting & responding to customer’s individual needs
• Understand how body language & voice affects customer situations
• Know how to build a rapport with customers and get to the root of an enquiry or problem
• Managing your own emotions in stressful situations
• Be clear on best practice when making and receiving calls
• Know techniques for managing expectations and delivering difficult messages
• Be more assertive in managing customer situations and achieving solutions
• Present a positive image of their organisation at all times