Customer Service

Duration: 2 day workshop


The objective of this training session is to enable the user to know the importance of creating a return customer and how to cope with difficult customers.


  • Introduction to customer service:
    • What is customer service;
    • Why is it important?
    • The difference between goods and services?
    • How do companies function?
    • Good vs Poor service?
    • Ways people react to poor service
  • Who are my customers:
    • Internal; and
    • external
    • Confidentiality
    • Anticipating customer needs
  • Decision Making and appropriate behaviour
    • Greeting customers
    • Where do I fit into in the cycle of service
    • Handling difficult customers
    • Service recovery, what do I do if something goes wrong?
    • Refer customers
    • Why do companies lose customers?
    • The cost of losing a customer
  • The ability to learn from our actions and adapt behaviour
    • Methods to satisfy irate customers
    • Active listening
    • Customer complaints
    • Promote services
  • Caring for customers
    • Profile a carer
    • Customer needs and expectations
    • Special needs
    • Time Frames
  • Recognise customer dissatisfaction and taking action to resolve the situation
    • Customer dissatisfaction
    • But things CAN go wrong
    • Service recovery
    • Service rules
    • Steps of service recovery
  • Identify and take opportunities to enhance the quality of customer service
    • Pro-active behaviour
    • Check planned events
    • Queue management
    • Matching the elements
    • Empathy vs sympathy
  • Communicate with all customers in a friendly and courteous manner
    • Communication
    • Body language and non-verbal communication
    • Verbal communication
    • Words to use
    • Words and phrases to avoid
    • Treat all customers the same
    • Be aware of cultural differences
    • Story
 
 

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