This course will provide you an overview of the best practice skills required to exceed your customers’ expectations. You will have the opportunity to observe and practice live customer handling skills and leave the course with a personal action plan for delighting customers, both internal and external.
You will also take away a practical customer service handbook to use to help you remember the key skills and techniques from the course.
Finding out what your customers want and need
Putting customer needs first
Making the customer feel special and valued
The Customized Service Experience
What does ‘customer excellence’ really look like?
Putting it to the test
Feedback and review
Understanding your Personal Impact
What impression do you create?
Positive words, tone and body language
Understanding Customer Requirements
Identifying the customer’s real problem(s)
Asking the right questions – TED technique
Showing real empathy – ensuring the customer feels listened to
Remaining Calm Under Pressure
Extremes of behavior – aggressive, sociable, cautious