Excellence in customer service is a key determination for business success, especially in today’s fast changing market place. In order to create customer satisfaction, you need to go beyond good customer service and exceed your customer’s expectations with exceptional service every time. In this exciting customer service excellence seminar you will learn to recognise how your attitude impacts on your interactions, you will learn how to apply techniques to generate repeat business, develop top-level telephone skills, learn how to deal with difficult customers and deliver on your promises.
Topics and modules covered include:
• Excellent customer service defined
• Attitude is everything
• Conducting customer needs analysis
• Creating repeat clients
• Face to face customer service
• Using the telephone effectively
• Using email and/or chat
• Working with challenging clients
• Escalation techniques
• Ten things you can do to WOW every time!
Key learning outcomes:
• Understand clients, identify their needs, and create positive first impressions
• Recognise how one’s attitude affects service standards
• Master ways to develop and maintain a positive, customer-focused, attitude
• Develop needs analysis techniques to better address customer needs
• Apply outstanding customer service techniques to generate return business
• Practice techniques for developing good will through in-person customer service
• Gain insight to connecting with customers online
• Master techniques for dealing with difficult customers
• Acquire tools for recovering difficult customers
• Understand when to escalate an issue
For more information, Please fill in the form below and we will contact you shortly!