Customer Service
Customer service is a mindset. It’s about solving problems, being action oriented, it’s about making decisions and communicating effectively. It’s not just smiling and greeting the customer.
Our Customer Service Programme provides participants with a unique way to be successful. That for every customer interaction it is within their control to be successful. The course will examine these interactions from 5 core perspectives:
Living a customer service approach
Understanding how your own behavior affects the behavior of others
Demonstrating confidence and skills as a problem solver
Applying techniques to deal with difficult customers
Making a choice to provide customer service
Programme Structure
Duration: 1.5 – 2 days
Participants: 10 to 25 pax
Objectives: Understand that Customer Service is a mindset. It is within our ability to deliver exemplary service every time.
Overview: Participants will realign their belief system to achieve better results. They will learn enhanced NLP communication and Emotional Intelligence techniques to better control the outcome of all situations.
Learning Outcome
By the completion of the Customer Service Programme, participants will be able to:
- Express the concept and value of providing quality customer service.
- Define the role and responsibilities of a service provider.
- Develop and demonstrate effective face to face interaction with customers through effective communication
- Manage time and prioritize work to serve clients more efficiently
- Effectively manage clients expectations and build loyalty through difficult situations
- Express and demonstrate a professional image consistent with the image of the organization
- Reevaluate their belief system that influences Exceptional Service Culture.
- Clearly identify the Responsibilities of a Service Provider
- Manage their state to control any situation
- Listen and not hear
- Exceed expectations as a mindset
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