About The Program
This workshop is designed to help you understand why external and internal customers are both kings and queens and how without each them the organization will not endure. It will also enable participants to revitalize their approach to customer service and put the customer at the heart of their organization.
Course Objectives
- By the end of this session, participants will be able to:
- Understand the importance of internal and external customers.
- Adopt a consistent and professional style when speaking with customers.
- Communicate effectively and genuinely with customers.
- Develop skills in engaging with customers and managing their queries efficiently.
- Identify ways to add value to customer relationships and exceed expectations.
- Turning customer service disappointment into a positive experience.
- Apply strategies to better deal with challenging customers.
Course Outline
- Developing a customer service philosophy.
- Where does customer service start?
- The difference between internal and external customers.
- Best practices for internal customer service.
- Developing a customer service mind set.
- Moments of truth with customer service touch points.
- The impact of first impressions.
- What is your current customer service level?
- The different levels of customer service.
- Improving customer service standards.
- Achieving the wow factor of customer service.
- How does your communication impact on customers?
- The art of listening to your customers.
- Asking the questions your customers want to hear.
- Effectively communicating with customers.
- Body language basics.
- Strategies for dealing with challenging behavior from customers.
- Handling customer complaints proactively and effectively.
Duration
6 hours (2 days, 3 hours each day)
Location
Online Live Classroom / Face to Face
Fees
Please submit above form to receive registration and fee information.
What is included?
Certificate of Completion
Training Material
Post Training Support
Lunch and Refreshments
Free Valet Parking
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