Outstanding Customer Service Skills

Outstanding Customer Service Skills

Description: Once students have completed this programme, they will understand how to increase sales and customer loyalty by being an outstanding customer service professional. Specifically they will be able to:*Show that they know the value of their customers and will know the long term benefits of providing excellent customer service.*Differentiate between good and outstanding customer service and understand how to use personal experience to deliver excellence.*Analyse who their customers are - internal, external and potential.*Describe facts, features and benefits of products, promotions and business systems - and will have analysed competitive offerings.*Understand how a 'customer first' attitude is a crucial competitve edge - and know how to keep it sharp.*Follow the ' sales through service' process: first contact, explore customer needs, match the needs, close the deal, and take the extra step.*Make a good first impression and understand why its so important. A good first impression is a combination of appearance, acknowldgement, attitude and approach.*Analyse what the customer wants and needs by combining active listening and effective questionning.*Use knowledge, judgement, focus and communication skills to match the customer's needs and deliver outstanding service.

Suitable for: The audience for this course is for anyone who has to deal with customers face to face or on the telephone.