Customer Service

“The goal as a company is to have customer service that is not just the best but legendary.”

– Sam Walton

This program is for anyone wanting to develop their customer service and communication skill set in any industry within a customer service environment including, face to face, over the telephone and through email correspondence. Participants will learn a fresh approach to communicating, building customer relationships and dealing with difficult customer situations.

Expected Outcomes

On completion of this program participants will:

• Understand what the customer wants.
• Understand the company requirements.
• Understand the company policy on the issues.
• Understand and have available the skills to address customer issues.
• How to develop a customer service focus.
• Develop effective communication skills.
• Ability to address customer complaints to everyone’s satisfaction.
• Build rapport with customers.

Topics Covered

• What does customer service really mean.
• Recognising the customer style.
• Adapting to your customers style.
• Guidelines for analytical and assertive customers.
• Hearing what the customer wants.
• Learn to handle objections.
• Working with the customer to build rapport and relationships.
• Understanding different customers styles and needs.
• Servicing the customer according to their requirements.
• Assessing what the customer really wants and expects (understanding client needs).
• Communicating to the customer company policy appropriately.
• Addressing customer complaints to the stage of satisfaction.
• Delivering the bad news and retaining the customer.
• Making the organisation look good for the customer.
• Professional telephone manner.
• Dealing with customer complaints (including conflict).