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.
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
Customer Service 1 Day Course
1 Day Course 10am to 5pm Contact College for Dates Small group size & limited places