Customer Service

This course helps participants manage the customer care process and deal confidently, proactively and effectively with all their customers.

The benefits of attending

This course will help participants to:

• Proactively identify customers’ needs
• Use their initiative to meet customers’ needs
• Create a great first impression
• Deal professionally with all customers
• Select the appropriate words, voice tone and body language with customers, whether face to face or on the telephone
• Handle customer complaints
• Be more motivated to deliver great customer service

Course content

• What does great customer service look like?
• Who are our customers?
• How can we keep the customer happy?
• The difference between proactive and reactive customer service
• Meeting customer needs versus following procedures – is there a conflict?
• First impressions count
• Listening skills
• Telephone techniques
• Responding to the different challenges customers can present
• Dealing with customer complaints
• Action planning

Who is the course suitable for?

Anyone who deals with customers – whether internal or external, so that’s all of us!