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Training Course Summary:

This practical one day course provides an overview of the personal and professional skills for staff who are often the first point of contact for customers. Throughout the course delegates will have the opportunity to discuss customer handling skills, enabling a confident return to the workplace.

By the end of this course you will be able to:

Understand your personal impact on customers.
Manage customer expectations.
Deliver a first class customer experience within a stressful environment.
Recognise how a change in your behaviour can increase customer loyalty.

Who Should Attend:

This is an introductory course for frontline staff, with little or no formal training, who are in direct contact with either internal or external customers, and are required to manage a range of customer expectations.

Training Course Overview/Content:

Customer-centric Focus

Finding out what your customers want and need
Putting customer needs first
Making the customer feel special and valued
Understanding Your Personal Impact

What impression do you create?
Positive words, tone and body language
Establishing rapport
Looking to exceed customer expectations
Understanding Customer Requirements

Identifying the customer''s real problem
Asking the right questions - TED technique
Showing real empathy - ensuring the customer feels listened to
Saying ''no'' constructively
Exploring options and alternatives
Remaining Calm Under Pressure

Being on the ''firing line''
Extremes of behaviour - aggressive, sociable, cautious
Understanding behavioural change
What to say/do - What not to say/do
Putting it into practice
Generating Customer loyalty

How can I influence customer loyalty?
Re-aligning my customer service approach
Achieving consistency in customer service quality