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Customer Service Training
- Employees who are properly trained and who demonstrate professional customer service skills can improve customer satisfaction and customer loyalty.
- Excellent Customer Service helps a business retain customers and improve profits as it costs less to retain a customer than to acquire a new one.
- Customers who are pleased are more open to additional sales messages and are more likely to refer others as potential customers.
- Employing good listening skills and questioning techniques can shorten the interaction time with customers. This allows an organization to serve more customers in less time.
- Research shows that improving first contact resolution is a primary driver of customer satisfaction.
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Introduction
Customer perceptions and expectations- The business place realities
- Customer Impact – The facts
- Customer attitudes
- Customer expectations
- Creating and maintaining a market edge
- Attention to detail
- Understanding the company business
Organisational Skills
Dealing with everyday situations- Initiative/co-operation/Judgement
- Prioritising work
- Greeting and welcoming guests correctly
- Do’s & Don’ts - Transferring internal calls
- Taking and giving messages
- What information should I relay and confidentiality
- General Administrative Duties of the
Receptionist/Customer Care
Communications – the fundamental principles- The difficulties
- Aids to good communication
- Listening skills including active listening
- Common sense and Courtesy
- R.I.T.E. Method of Voice Projection
- Body Language and what it says about you
- Company Image
Communication Methods: The Telephone- The basic principles
- Taking a call
- Making a call
- Using your voice
- Taking Messages
Dealing with Complaints- Complaints are an opportunity – why?
- Difficult Customers/Difficult Employees
- Handling different types of difficulty
- Keeping control/When to call your Supervisor
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