This highly interactive course aims to equip you with the skills necessary to present an excellent image of the organisation and your department.
As a result of the seminar, participants will be able to:
Improve your service internally as well as externally
Understand what customers need and how your actions impact their perceptions
Build good customer relations, with improved communication skills such as listening, asking questions, understanding body language and good rapport
What today’s customer expects?
First impressions creating a professional image
The raised expectations of customers through the ages
How to make good customer service excellent
Going the extra mile, understanding the difference your performance can make to a good customer experience
Turning the complainers into loyal customers
Building rapport with excellent communication skills
Understanding the subtleties of body language
The importance of good listening face to face and over the phone
Asking the right questions
Pacing your customer for better rapport
Using Transactional Analysis to improve your communication style
Improving the self esteem of yourself and your customer
Taking that call
Understand the importance of good telephone manners
The difficulties of telephone communication and how to overcome them
Putting your learning into practice!