COURSE CONTENT
- Understanding why service standards must improve
- Understanding everyone in the organisation is responsible for excellent customer care
- Identifying the different types of customers in our environment
- Understanding why professionalism is the only way to go
- Enthusiasm and positive thinking
- Social Styles – 4 Social Behaviour
- Body Language
- Why the buyer buys. The 5 motives
- Defining the different levels of customer service and the basic customer needs
- Dealing with difficult situations and challenging customers
- Harnessing the power of communication (verbal and non-verbal)
- Identifying the benefits of complaints
- Identifying the value of organizational procedures in handling complaints
- Knowing when to refer within the bounds of accountability
DURATION
1 DAY
WHO SHOULD ATTEND
Employees and employers who would like to understand the essential role they play in marketing the company through relationships they create with customers.
TRAINING METHOD
Our training is based on creating an environment where the learner is the most important person. The trainer is there to guide and facilitate. Within our programs, participants become engaged in an experience that mirrors the pressures and challenges faced in a real-world situation.
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