Customer Service Enhancement
This one day program looks at how customer service representatives in retail or administrative roles can deal with any customer service related situation with confidence and professionalism. Lots of practical examples of real life situations and how to deal with them allows participants to gain confidence in all customer service interactions.
Duration: One Day (09:00am to 04:00pm)
Topics Covered
- Introduction and Expectations
- Session 1 Effective customer service
- What customers expect from a customer service representative
- What the organisation expects from a customer service representative
- How to ensure both the customer’s and organisation’s needs are met
- Session 2 - What influences our own behaviour and flows onto the customer
- What internal influences can affect the customer service representative
- What external factors can influence the customer service representative
- How to ensure the customer receives the best service possible consistently
- Session 3 - Customer behaviours both positive and challenging
- Dealing with difficult customers who have a legitimate concern either in person or over the phone
- Dealing with the talkative or quiet customer effectively
- Dealing with difficult customers who are not behaving logically or acceptably
- Session 4 - Stress management techniques to retain confidence and self esteem
- Coping mechanisms to help relieve built up stress from hard to deal with customers
- Summary and Conclusion
To find out more information regarding this course or to obtain a quotation please follow this link to complete our online enquiry form. Or follow the contact us link in the tool bar located in the top left hand corner of each page.
To register and make a booking to attend this course please follow the registration link in the tool bar located in the top left hand corner of each page, courses dates can be found by following the calendar link also located in the top left hand corner of each page.