Customer Service
Most organisations are customer
orientated – in one way or another – even
if there is an internal market. Customer Service is therefore the front line,
–every time.
Consider the many and various roles demanded of those
with responsibility for the customer interface:
They are teachers; sometimes
having to answer the same question many times.
They are counsellors or psychotherapists;
dealing with customers’ feelings and anticipating
their needs even before they know themselves.
They are detectives; hunting down information,
products and answers, oftenwithout the willing co-operation
of
others.
Clearly Customer Service is a potentially demanding
and stressful role.
This training enables the learning of skills and ideas
for excellent customer service and for dealing with the
negativity of others.
The training encompasses:
 |
Methods of gaining
instant rapport with customers. |
|
How to deal effectively with angry
customers. |
|
Saving time on telephone calls. |
|
The five main reasons for complaints
and how to respond most effectively. |
|
Emotional triggers and words to
avoid using with customers. |
Customer Service training enables high levels of motivation.
Delegates find that their important roles become more
effective and enjoyable.
|
