Customer Service Skills

Customer Service Skills

In today’s competitive market place customers vote with their feet, often as a result of the way they have been treated. In order to keep the customers we have, and to generate new ones, it is essential that we refine the communications skills and revitalise the attitudes that transmit real Customer Care

• Why Customer Care
 Survival in today’s competitive market
 Customer levels of expectation
 The increasing importance of the “Human Factor”
 Customer profile – common denominators
 How attitudes change

• The Customer Journey
 Making the first impression really count
 Maintaining the highest level of professionalism
 Best Customer Practice standards of excellence
 Codes of Behaviour

• The Power of Communication
 Face to face
 Word power, Tone and Attitude
 Transmitting and recognising Body Language
 Telephone best practice standards
 Active listening skills
 Putting things right when they go wrong
 Solving customer problems
 Handling complaints
 Pooling knowledge to improve efficiency

• Making a commitment to getting it right
 Individual and team accountability
 Looking to the future