Customer Service

Attend this 1 day course in "Customer Service - listening and responding" from Bright Methods and learn how to effectively manage customer expectations.  
 
This course is held as an open course in our Aztec West, Bristol training centre (we are right next to the M4/M5 junction) and will run as a small group of up to 6 delegates.  We can also run this course onsite if Bristol does not suit.  This option costs £500 for up to 3 delegates and £100 for each additional delegate.  
 
You will receive a full course manual, refereshments including lunch and a certificate of completion.  
 
Customer service basics
Customers
The service culture

Customer service skills
Organisation skills
Communication factors
Personal motivation

Greeting customers
Greeting overview
Phone and e-mail messages
Rapport and how to build it

Listening and questioning
Developing listening skills to ensure the customer gets heard
Making sure you understand the customer - using questioning

Responding
Responding to customers
Resetting expectations
Working toward solutions and resolving issues

Resolving issues
Customer appreciation
Follow-up techniques

Using what you've learned
The implementation phase
Resources and tools