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Training Course Summary:

A customer service masterclass that provides you with an overview of the tips and skills required to deliver high quality service and grow existing relationships.

What do I get out of it?
• A set of skills, principles and attitudes essential for delivering a quality service to your customers.
• The capability to turn customer complaints and dissatisfaction into sales
• Techniques to say 'no' constructively, and give bad news

Who Should Attend:

Any individual responsible for dealing with customers and developing business relationships

Training Course Overview/Content:

The importance of customer care
• Meet and exceed customers' service expectations
• The service complement: competence and care
• Build and maintain loyalty and goodwill
The key impression points
• Project a professional image
• Face-to-face, on the phone and e-mail
Handling more difficult situations effectively
• Customer service styles and their consequences
• The 8 A's: a failsafe remedy for complaints
• Say 'No' constructively
• Learn best practice for giving bad news