This training course offers the tools and techniques needed to provide excellent customer service support. Having a strong customer service team is important to any organisation and it often plays a key role in client satisfaction and the building of a loyal customer base. This hands-on course goes into the fundamentals of customer service

A selection of topics include:

 

• Understanding Customer Service
• Identifying Customer Expectations
• Committing Yourself to Providing Excellent Customer Service
• Focusing on the Customer
• Creating a Positive First Impression
• Identifying and Helping to Meet the Customer's Needs
• Creating a Positive Last Impression
• Making it Easy for Customers to Complain
• Resolving the Problem
• Coping with Upset and Difficult Customers
• Delivering Excellent Customer Service on the Telephone
• Overcoming Stress
• Managing the Customer's Initial Contact
• Addressing a Customer's Emotional State
• Addressing Your Own Emotional State
• Developing Solutions
• Negotiating to Reach a Solution