CUSTOMER SERVICE SUCCESS – FACE TO FACE

Course outline

Consumers would pay a premium of 7% for the privilege of good customer service. 74% of retail customers would pay more for a product if it came with better service.

Customers look for: listening, understanding what they want, a friendly approach, feeling valued and staff with a smart appearance. Are ALL your staff able to achieve that with every customer interaction?

On this course, delegates learn:

• The heart of service: Logical and emotional needs, expectations and ‘quality’
• Three ways to communicate: body language, voice and words
• What customers really see when they meet you: creating the best impression
• How to structure, focus and proactively manage the conversation
• Questioning and listening skills that get to the heart of the situation
• The power of language: words that work and words that don’t
• Creative problem solving and how to reassure customers
• How to give a difficult message, say no and apologise in the right way
• Handling customers’ reactions and helping them to feel in control
• About achieving the best impression by the end of the conversation

This course will develop the skills of anyone who’d benefit from understanding the secrets of providing a first class service during face to face interactions.

Contact us if you’d like to find out more about this course. If it’s not exactly what you’re looking for, talk to us so we can advise on a course to suit you.