EFFECTIVE CUSTOMER SERVICE
AUDIENCE
This workshop is suitable for those individuals who use come face to face with customers everyday as part of their work. Sales agents, receptionists and executive secretaries will specially benefit from this workshop. This is also effective for people who use the telephone for business purposes.
ACHIEVABLES
What is customer service? Who are your customers and competitors? How to meet and exceed customer expectations - the workshop will enable participants to:
- Appreciate the communication difficulties and opportunities associated with their workplace
- Identify cultural/ language implications in your particular organization
- Overcome barriers to communication
- Enhance active listening skills – the key to good service
- Achieve agreed standards of excellence in handling customer queries
- Handle complaints as effectively as possible
- Demonstrate empathy, sympathy and professionalism in front of the customer
OUTLINE
§ Focus on customers – how the organization meets and exceeds customer expectations
§ Overcoming barriers to effective communication
§ Active listening and effective questioning skills
§ Getting your voice, tone, pitch, speed right for the customers understanding
§ The importance of telephone communication in today's workplace
§ Dealing effectively with difficult customers and sounding positive
§ Knowing when and how to interrupt your customer during a conversation
§ Is the customer always right? How to apply this sentence to your daily work
§ Building instant rapport with customers and keeping promises
§ 5 phrases customers should never hear