Overview
This course will ensure your staff always project the correct image to your potential customers and clients to make your company stand out from the crowd. It is designed for anyone who has both face to face and telephone contact with customers and is written with both the customer and the organisation in mind to maximise service and customer care.
This training may be available onsite; please contact us if you are interested.
Audience
For those who's customer service training requires tips and techniques in both telephone and face to face skills in handling difficult customers (such as rude, angry or aggressive customers) as part of their daily duties
Skills Gained
- How to handle objections
- Understand the importance of customer care in a sales environment
- How to handle complaints in a positive way
Course Outline
- Introduction, aims and objectives
- Customer Service Essentials
- Creating the right impression with customers
- Importance of the customer to the organisation - Strategies for Customer Retention
- Time management for customer service
- Improving Internal Customer Service
- Professional telephone tips
- Managing Customer Perceptions
- Assertiveness skills for customer service professionals
- Handling complaints and difficult customer behaviour
- Positive under pressure
- Writing complaint letters
- Course Close
The training course outline shown above is a standardised version representing all
the dates shown and may vary from the course you attend. You will be sent the actual
course outline when you enquire about a specific date.