Delegates’ Experiences as Customers:
Encouraging participants to share their personal experiences as customers.
Creating a platform for delegates to reflect on what they appreciated and disliked about customer service.
Defining Good and Bad Service:
Establishing clear definitions of what constitutes excellent customer service and its opposite.
Discussing common criteria that customers use to evaluate service quality.
The Cost of Poor Service:
Exploring the financial and reputational consequences of providing subpar customer service.
Understanding how poor service can lead to customer dissatisfaction and lost business.
The Benefits of Good Service:
Highlighting the advantages of delivering exceptional customer service.
Examining how satisfied customers can become loyal advocates and contribute to business growth.
Key Telephone Skills:
Teaching essential skills for effective telephone interactions, including tone, language, and active listening.
Practicing techniques to build rapport and provide assistance over the phone.
Dealing Face to Face:
Addressing the nuances of providing customer service in person.
Demonstrating appropriate body language, eye contact, and interpersonal skills.
Managing Complaints:
Providing strategies and guidelines for handling customer complaints professionally.
Emphasizing the importance of resolving issues to customer satisfaction.
Dealing with Difficult Customers:
Equipping delegates with techniques to handle challenging customer interactions with patience and empathy.
Discussing methods to de-escalate tense situations and find solutions.
Creating an Action Plan for Delivering Excellent Customer Service:
Assisting participants in developing a personalised action plan.
Setting achievable goals and outlining steps to consistently deliver outstanding customer service.