Can you name a successful business that does not make its customer service a priority? Too often customer services representatives are given difficult, stressful roles without adequate training. In this course we combine what you definitely need to know to get you started in a customer service role in a fun, thought provoking format where delegates can enjoy learning together in a stress free environment.

Whether your role involves you operating over the telephone or in a customer facing role which requires you to meet with clients on a face to face basis, this course has something for you. Ideal for anyone new to customer services or for those looking to add some new skills to their sales ‘tool kit’.

Key learning points

• Review the key elements of excellent customer service
• Understand their customers and their competitors
• Use advanced communication skills to interact successfully with different types of customer
• Implement service recovery procedures
• Convert enquiries into sales
• Work with their colleagues as a customer focused team
• Encouraging teamwork and ‘ownership’ of difficulties
• Striving for complete customer satisfaction; problem solving – root cause analysis; how to implement the plan.
• Telephone voice and manner; how to deal with enquiries; how to avoid problems and ensure customer satisfaction;
• How to ensure that the relationship with the customer is positive
• How to instigate and maintain a professional customer-led image; the first Impression;
• Appearance, attitude and approach; the need to establish rapport;
• The importance of listening and two-way communication; enhancing the reputation of the organization
• Dealing with complaints effectively; taking responsibility for the customer; complaints received by telephone.
• Participants plan and discuss what they will do on return to work.

To know more about our services please fill in the contact form or mail us at info@greycarpet.com