face-to-face customer service

Get in touch to design your in-company programme, which can include:

The Role of Customer Service

• The importance of customer service in organisations today
• Recognising the importance of providing customer service to internal and external customers
• Understanding different customer types, their needs and expectations, and how to meet the needs of each one (including internal customers)
• First impressions count and how to make a positive impression
• Creating customer loyalty
  

Communication Skills

• It’s a matter of attitude
• How to meet and greet customers and create rapport - initial contact
• How to use your body language to communicate positively
• Developing skills with the use of voice, words and inflexion

Professional Interpersonal Skills

• Questioning to get the full picture
• Listening to build confidence and respect
• Communicating positively
• Summarising customer needs and situation
• Making promises and owning completion of them
  

Managing Difficult Behaviours

• Identifying behaviours
• Recognising behavioural triggers
• Dealing with aggressive behaviours
• Adopting an assertive style and approach
• Keeping a positive approach
  

Role-Play

• Practical role-play scenarios relevant to the organisation and the delegates involved

...contact us to find out more