If the image of a business is perceived as uncaring or inefficient through its policies and practices, then good quality work and service counts for little. Not only must we do a good job, we have to be seen to be doing a good job. It is therefore vital that any member of your team who has to communicate directly with internal or external customers is trained to do so.
We can deliver a range of Customer Service programmes including: Introduction to Customer Care, Customer Care on the Telephone and Dealing with Violent and Aggressive Customers. Previous delegates have come from the following roles:
Useful for...
Topics include...
- Help Desks
- Counter Service
- Reception
- Call Centres
- Sales Assistants
- Out Reach Workers
- Front Line Staff
- Refuse Teams
- Attitude Survey
- Definitions and Benefits of Customer Service, Care and Excellence
- Customer Care as a Marketing Tool
- Customer Driven Versus Service Driven
- Taking Ownership and giving the Wow Factor
- Improving Critical Points of Contact e.g. Telephone, Letters, Reception etc
- Personal Communication Skills.
- Turning Complaints Into Service Opportunities
- Handling Difficult and Challenging Customers
- Action Planning