Customer Service - Face-to-Face

• Recognising the importance of providing customer service excellence to both internal and external customers
• Understanding different customer types (including internal customers)
• The full range of communication skills relative to face-to-face customer transactions

• Professional interpersonal communication skills
• Questioning and listening to build confidence and respect
• Making promises and owning completion of them
• Action plans to transfer the learning to get improved results in the workplace

• Increase productivity from customer conversations
• Improvement in customer perception of organisation
• Increase in customer satisfaction
• Reduction in customer complaints
• Stronger customer relationships

• Increased performance from the individual and their team
• More precise verbal communication
• Less misunderstanding
• Reduced conflict and confrontation
• Clearer communication
• Immediate business impact

• Exploring the importance of customer service in organisations today
• Understanding customer needs and expectations, and how to meet the needs of each customer type
• Communicating with customers
• It's a matter of attitude
• The communications process
• 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

• Thinking positively
• Questioning and listening skills
• Using the right types of question
• Active and pro-active listening
• Ownership and responsibility of customer relationship
• Referrals and hand-over
• Giving that little bit extra
• Practicing applying the skills and knowledge
• Developing and sharing personal action plans

Available Packages:

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1 day

Folder, workbook, handouts, pen and certificate of attendance

To suit you

Up to 12 people

Righttrack programmes are energetic, exciting and highly participative, which create an impact and motivate participants to learn and embrace change

We utilise a blend of learning methods: practice sessions, group workshops, scenario-driven learning, assignments, self managed learning, shared group learning, accelerated learning and structured group learning