"No one attains eminent success by simply doing what is required of him; it is the amount and excellence of what is over and above the required that determines the greatness of ultimate distinction." - Charles Kendal Adams - This programme is the first step to build and manage relationships with both your internal and external customers. It focuses on the knowledge, skills, values and attitudes required in relation to your own context and experience of the world of work. This program ensures that you can build rapport, communicate effectively and welcome customer complaints. You will turn difficult customers and challenging situations into learning opportunities. This dynamic approach to service empowers you to create an experience your customers will keep coming back for. We are privileged to support you to CAPTIVATE YOUR CUSTOMER… Lesson Outline (2 Day Experiential Workshop) Day 1 1st Session What Is Customer Service? Why Implement a Customer Service Program? The Importance of Creating Positive First Impressions & Tips for Making One 2nd Session Complete Telephone Competence Create Positive Impressions outside the Office Frontline Personnel versus Other Personnel Alarming Stats: “Why do Customers Quit?” 3rd Session The Art of Effective Communication: Guidelines for Verbal and Non-verbal Communication 4th Session Active Listening Skills: Pointers for Effective Listening & Overcoming Barriers to Listening Replace Negative Responses that Kill Communication and Rapport Day 2 1st Session Manage Interpersonal Relationships Understand the Four Basic Social Styles & Match Yourself to Your Customer 2nd Session Use Effective Questions to Elicit and Clarify Customer Expectations Manage Customer’s Needs and Expectations to Build Customer Loyalty How to Handle a ‘Wait State’ and Keep Your Customer Satisfied 3rd Session Welcome and Handle Customer Complaints Handle Angry and Difficult Customers (without taking it personally) How to Apologise when You Have Made a Mistake 4th Session Tips for Diffusing Difficult Situations How to Retain Your Composure, Maintain Your Dignity, and Control Your Temper Go the Extra Mile with Generosity, Thoughtfulness and Thanks Practical Tips to Captivate Your Customer IMMEDIATELY! NOTE: This programme is mapped to Unit Standards: 114974 - Apply the basic skills of customer service and 13873 - Handle a range of customer complaints in contact centres.