There’s no doubt, the first lesson for you to learn and be clear from the start is:
You’re not doing customers a favour by serving them. They’re doing you a favour by giving you the opportunity to serve them.
Frankly, Customer Service is one of the subjects you can’t fake.
Of course, some people will tell you can do fine without an understanding of customer service WRONG! Just take a look at their customer service. Their actions speak for themselves.
However, the big problem is most training programmes on this subject is that they tell you what to do but leave you hanging on how to do it. You practically had to be a brain surgeon to figure it out.
This customer service training provides everything you need to professionally deliver Customer Service Training. It includes , hands-on exercises detailed instructor's guide, student workbook and assessment in two ring binders and on disk for you to easily customise - Microsoft Word documents and PowerPoint presentation slides.
Why do you need customer service training?
In today's competitive markets, customer care determines the winners and losers. Here are some of the many proven benefits of putting customer care training at the heart of your organisation.
Stand head and shoulders above the competition
Exceed customer expectations and encourage repeat business
Increase business through word of mouth recommendations
Attract higher quality staff and improve staff retention
Do you recognise that customer care is the key to successful, profitable and enjoyable business, yet feel that your company - or people within it - are failing to deliver what is required?
The concept of 'Customer Care' is one that is often used without being implemented properly. But if your company lives up to these claims, you will create better customer relationships and a smoother, more efficient and more profitable operation.
The result ? Customers will be treated properly by staff who understand the importance of their role and how to fulfil it so as to maximise benefit to the company.
Our Customer service Training enables candidates to understand the vital importance of customer care to any organisation and assists them to provide exceptional customer care, either themselves or through the actions of their staff.
Benefits of customer care skills
For Stages of customer Care
Barriers to Customer care
How to Make contact
Loyalty Marketing Programme
Handling customer complaints
Avoiding driving customers away
Dealing with difficult customers
Barriers to communication
Types of questions and when to use themcustomer care box
The dangers of not listening
Barriers to listening
Using the telephone
Advantages of positive attitude
Avoid the pitfalls of professional image
How to control the caller
Handling Angry Callers
Handling Abusive Callers
Handling other difficult situations
Assertive, aggressive and non assertive behaviour
How to provide good customer care for the blind and vision impaired
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