Good service is EXCELLENT business! The purpose
of this course is to provide the participants with strategies
which will close the gap between customer perception and
the actual delivery of service. By exceeding the
customer’s expectations, they will return.
As a result of attending this course the participants
will develop a ‘customer first’ attitude
towards their internal and external customers. They
will also be able to generate innovative ideas that will
increase customer satisfaction.
Course Recommended For:
Anyone who is involved in meeting the day-to-day needs
of their customers in public and private sectors, either
face-to-face, over the telephone, by written communication
or any dimension of public relations. As a
result of this course, the participants will definitely
satisfy their customer requirements, or needs.
Learning Outcomes:
Analyse and discuss current services and identify
specific services you feel you would like to provide
Identify
what constitutes a ‘customer-first’ attitude
Identify different behavioural
styles and adopt the most appropriate way to communicate
with them
Build an excellent internal
customer service team
Turn customer’s complaints
into opportunities by finding positive solutions
Use effective practical skills
to create and keep customers
Apply professional telephone
techniques
Exceed your customer’s expectations!
Topics:
HOW ARE WE DOING AND HOW CAN WE IMPROVE?
THE FOUR COMMUNICATION STYLES
INTERNAL AND EXTERNAL CUSTOMERS
THE ONLY TWO THINGS CUSTOMERS WILL EVER BUY
Good feelings
Solutions to problems
MANAGING THE MOMENTS OF TRUTH
EXCEED THEIR EXPECTATIONS
PROFESSIONAL TELEPHONE TECHNIQUES
Longer-Term Benefits:
Implementation of post-training workplace action learning
project encourages timely and efficient application of
acquired knowledge and skills, resulting in improved operational
productivity and confidence in competent performance.
This course can be tailored for corporate requirements
as an in-house
program.
If you
are interested in this program please call 0421 914 765
or
email me to
discuss dates.
