Understanding the fundamentals of customer service and how it affects the customer. Interacting with customers at different levels of stress to meet their expectations through quality service and good communication techniques.
One full day.
Customer-facing staff, who need to serve customers on a more excellent level.
We do not have workshops currently, but only provide on site training customized to your needs.
Unit 1: Customer service fundamentals
Topic A: Customer service and customers
Topic B: Customer interaction
Topic C: Customer expectations
Unit 2: Customer service skills
Topic A: Attitude and attention
Topic B: Quality of service
Topic C: Problem resolution
Unit 3: Customer management
Topic A: Dissatisfied customers
Topic B: Angry customers
Topic C: Upset customers
Topic D: Stress in service situations
Unit 4: Customer communication
Topic A: Communication fundamentals
Topic B: Interpersonal communication
Topic C: Telephone skills
Topic D: E-mail etiquette