Customer Service Skills
- Who should attend?
- Anyone in business dealing directly with customers both internally and externally particularly in service Industries e.g. Banking, Insurance, Health, Utilities, Local Govt, Retail & Hospitality.
- Course Objective:
-
- To promote good customer relations, enhance levels of service & build a reputation for service excellence
- Develop empathy & keep customers happy & satisfied
- Understand the outcomes of poor service
- Course content:
-
- First impressions
- Developing a positive mental attitude
- Understanding Customer needs
- Showing empathy for customers
- Effective speech & habits - recognising the impact of words, tonality and physiology on communication
- Understanding why Customers return & how to ensure they do
- Handling difficult customers & complaints effectively
- Methods used:
- Practical exercises, group discussions, role play, problem solving, commentary & evaluation
- Expected Outcomes:
- As a result of attending this workshop, participants will demonstrate how to show empathy with customers, develop a plan to refine their customer service skills and define what steps to focus on in delivering quality in customer service.
For further information please contact Anne on (03) 9529 2302 or email us using our online enquiry form
Telephone Techniques
- Telephone etiquette
- Common mistakes & frustrations
- Customer relations
- Handling complaints
- Taking effective messages
Click on this link to download booking form
Contact Details
Anne Lawson
Diploma of Training Management
London U.K.
Level 1
110 Chapel Street
Windsor, 3181
Tel: (03) 9529 2302
Fax: (03) 9529 2312
Mob: 0413 592 949
annelawson@transitionstraining.com.au
