Course Details

This workshop is designed for all levels of staff to help the participants identify what makes excellent customer service and the specific skills they will each need to be able to deliver great services. Exercises will focus on the following areas:

• Define customer service
• Impact of poor customer service
• What is excellent customer service?
• Characteristic of excellent customer care.
• Skills needed to provide excellent customer service.
• Importance of listening to our customers.
• Illustrate the dangers of making assumptions.
• Techniques to explore customer needs.
• Difference between skill & will.
• Benefits provided by low cost customer service improvements.
• Steps to improve the customer service in an organization.
• Effective handling of different complaint scenarios.
• Benefits achieved while dealing with complaints in a timely and effective manner.
• Importance of Empathy.
• How to deal with different types of customers.
• How to encourage the employees “to go to extra mile”?
• Action Plan*
• Review of the day