Customer Service Training ( 1 Course ) See Dates/Register  

  • Employees who are properly trained and who demonstrate professional customer service skills can improve customer satisfaction and customer loyalty

    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.

  • 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
Course Date To be confirmed
Individual Price €180.00
€180.00 5
Pery Square Business College & Staff Agency.
4 Pery Square, Limerick, Ireland.
Telephone: +353 (0)61 310155
Email:
Call or Email to discuss the right course for you.
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