Etiquette For Excellent Customer Service

Etiquette For Excellent Customer Service
‘You Never Get A Second Chance To Make A First Impression’

 Objectives

• To learn the key skills of dealing face-to-face with customers and how to communicate effectively
• To learn the best ways to provide exceptional service by understanding the needs and expectations of a customer (including future needs and expectations)
• To gain an understanding of handling customers who complain, and how to deal with customers from a variety of cultures and backgrounds
• To understand how to create customer loyalty through great customer service and excellent customer care

Who Should Attend?

Anyone in a customer related role who wishes to learn new skills and understand the key concepts of customer service that will enable them to perform more effectively in their role.

Course Outline:

• Who Are Your Customers?
• Internal Customer Service
• The Customer Relationship Hierarchy
• What Does It Feel Like To Be A Customer?
• Customer ‘Perception Points’
• ‘The Customer’s ‘Perception’ Is Usually Right’
• You, As A Customer
• Your Commitment To Quality Service
• Understanding Customer Needs And Wants
• The Six Steps Of Customer Service
• Complaints
  > Why Do People Complain?
  > The Benefits Of Complaints
  > Some Interesting Facts About Complaints
  > How To Handle A Complaint
  > Having A Positive Attitude In Dealing With Complaints
  > Using Positive Words & Language
• Communicating For Success – Understanding & Being Understood
• Going The Extra Mile – ‘The Unforgettable ‘Wow!’ Factor’
• Building Powerful Relationships