This course covers the types of communication along with the main elements of Customer Service, which are necessary to ensure that the objectives of both the customer and the organisation are met.
- The core principles of customer service excellence
- Understanding of the different types of customers and the value of customers and their loyalty and the costs and impacts of poor customer service
- Understanding unpleasant experiences
- The language and communication skills for successful interactions
- The elements of effective communication
- Adapt your behaviour to meet customers’ needs or expectations
- Dealing with stress and calming upset customers
- Maintaining a positive and customer-friendly attitude
- Developing a toolkit to build stronger and long lasting customer relationships
Please Note: Each delegate will leave the course with an action plan for the workplace