Outstanding Customer Service
Overview
The key to growing your business is turning your customers into ambassadors for your company. From this program you will leave with the skills to empower your front-line staff to meet and exceed customer expectations.
Who should attend
Anyone in direct or indirect relation to customers.
Course objectives
After this course, you will be able to:
- Understand the buyer psychology
- Handling different and difficult customers
- Add value in the eyes of the customer
- Create and maintain long term partnerships
Course content
What is Customer Service
- Understanding, clarifying and meeting customer needs
- Building trust and integrity
- The importance of follow-up
Dealing with Difficult Customers and Situations
- Adjusting your style to become more effective
- Customer psychology
- Managing stress and pressure
- Turning complaints into opportunities
Telephone Techniques
- Telephone communication skills
- Using appropriate language
- Overcoming communication barriers
- Active listening
Adding Value to the Customer
- Taking responsibility
- Building Integrity in our actions
- Delivering bad news
- Keeping the customer happy
Duration
Two day workshop
$965.00 +GST per person
Training Delivery Options
- Single public program booking (two day workshop)
- Price for in-house program available on request
- One on one or small group corporate coaching available
Please contact Katrena Friel at BSI Learning on 02 9993 0703 to discuss your program needs.