Excellent Customer Service for Retailers and Front-Liners

Introduction

This practical one day course has a simple objective: to raise customer service and support standards by instructing, equipping and inspiring participants to delight customers at every opportunity.

Through customer service training participants will acquire essential tools, skills and methods; discuss specific organizational issues; and identify areas for improvement.

Objective

Upon completion of this programme, the participants will be able to:

• Establish the standards and systems that can make every customer feel special – face-to-face, by email or on the telephone
• Make a composed and confident first impression on each and every contact
• Use personal skills for listening effectively and to enhance understanding
• Identify different customer needs and situations
• Deal with complex or multi-stage technical problems more effectively
• Understand customer expectations and deliver more than you promise
• Maintain a positive attitude throughout the day and make every contact appear your most important
• Satisfy complainers, calm upset customers and regain confidence and goodwill
• Turn problems into opportunities
• Identify the direct impact of individual image towards the organization.
• Analyze the needs for improvement of image and professionalism.
• Provides guidelines for personal and professional appearance.
• Improves individual communication internally and externally for the organization.
• Enhance confidence and influence as a personal and professional development translates into a positive change in attitudes, appearance and actions.

Who Should Attend

Managers, executives, trainers, sales professionals, secretaries, administrators, front liners, support staffs, customer service, business development, teachers, lectures, students or related professional/individual.

Methodology

Interactive presentation, group activity, individual task, training, practical and demonstration.

Module