This course is about assisting your staff to outshine your competitors by ensuring excellent customer service.

This course takes a unique look at the level of customer service. The level of customer service in many companies is shockingly low and companies that can significantly improve their customer service levels will outshine their competitors.

When we function on a high level of professionalism, the job is no longer just a job. It's an opportunity for growth, personal progress and satisfaction.

Therefore, this course examines skills for customer service excellence including professionalism, ethics and communication skills.

This workshop will help employees to understand the essential role they play in marketing the company through relationships they create with customers.

It will equip them with skills to turn complaints into positive opportunities, to handle complaints pro-actively, positively and efficiently to build better long-term customer relations.

The Climate Survey diagnostic tool gives this course a distinctive edge over the competitors.

OUTCOMES INCLUDE

• Understanding why service standards must improve
• Understanding everyone in the organisation is responsible for excellent customer care
• Identifying the different types of customers in our environment
• Understanding why professionalism is the only way to go
• Enthusiasm and positive thinking
• Social Styles ¡V 4 Social Behaviours
• Transactional analysis ¡V Parent Adult Child (optional)
• Body Language
• Why the buyer buys. The 5 motives
• Defining the different levels of customer service and the basic customer needs
• Dealing with difficult situations and challenging customers
• Harnessing the power of communication (verbal and non-verbal)
• Identifying the benefits of complaints
• Identifying the value of organizational procedures in handling complaints
• Knowing when to refer within the bounds of accountability