Businesses and organisations that deliver differentiated, reliable and customer-focused service have a distinct competitive advantage. Customers today are more demanding than ever before – they no longer choose between speed, quality or price – they expect all three.
This workshop will equip participants with the skills and techniques to deliver high quality customer service consistently.
In 90 minutes participants will learn how to deliver high quality customer service consistently by:
- knowing how to create the right first impression
- learning a technique to better understand the customer needs and expectations
- knowing how to remain calm when customers complain.
The workshop explores different ways to make the right first impression by looking at strategies for building rapport. Examples of good customer service and poor customer service are used and reflected upon.
Participants learn techniques to help them better understand the customer needs and expectations and the workshop identifies tips for remaining calm under pressure when a customer complains.
The workshop concludes with role-playing different customer service scenarios.
“The customer isn’t always right but if you don’t listen to them, your product or service won’t be either.”
JJ Lynch, MD, Leading Edge Leadership