Present a Professional Image, Generating Customer Loyalty
Arguably the most important area of a business today. In this highly competitive environment, more and more organisations are realising that superior customer service can set them apart from their competitors.
This seminar is intended for anyone in the organisation who deals with internal or external customers either face to face or on the telephone.
The course will enable delegates to:
- Understand why customer service is important to the development of the business
- Identify all personal and organisational requirements needed to succeed with a ‘Customer Service’ performance of your organisation
- Handle colleagues and customers more effectively
- Present a more professional image
- Create customer loyalty
Course Outline
- The importance of customer service
- The difference between external and internal customers
- Meeting customer expectations and generating ‘Customer Delight’
- Importance of empathy and developing a rapport with all customers
- Projecting the right image on the telephone
- Personal customer service skills
- The definition of a customer
- The cost of loosing a customer
- Identifying customer needs
- Dealing with customers effectively
- How to attract and retain new customers
- Turning customer complaints into positive outcomes
- How to constantly improve the quality of customer service within the organisation
