Outstanding Customer Service

How to keep your customers happy

Have you ever been on the receiving end of poor service?

• left holding on the phone for ages?
• passed from one person to another with no - one taking responsibility?
• waited to be served while someone finished a conversation?
• left messages which were never returned?

Then you know how it feels.

How can you be sure your own customers never have that feeling?

Does everyone in your organisation understand what their role is in providing excellent service?

Many people say they realise the importance of providing great service but they don't always know exactly what that means.

And, in many cases, the management of a business may have worked out a " customer service " plan, but they haven't communicated this successfully to all the staff who meet customers.

I can offer training to all those involved in dealing with customers, with lively activities and games to help people develop their skills.

Here are some of the topics I can cover:

• who are our customers - internal and external?
• what do we know about their experience of dealing with us?
• what would outstanding service look like in our business?
• how can we create a " customer service " ethos in the business?
• handling people on the phone
• greeting and talking to people
• dealing with requests
• saying " no " when necessary
• dealing with complaints
• handling " difficult " people
• writing letters and emails
• creating a good first impression
• using your voice effectively
• creating the right environment
• using and interpreting body language
• building rapport
• being assertive
• using questions to find out about the customer
• developing listening skills

Of course, all these topics would be adapted to suit your own specific business or organisation so that everything learned would be relevant and easily transferred into the workplace.

Courses are supported by high quality materials and participants are offered free email and telephone follow up to deal with any questions or concerns that arise.