Handling Customers Professionally Training Course
Duration
1 day
What is this course about?
The success and reputation of an organisation can be strongly influenced by the way it treats its customers at every point of contact. Building customers' trust and goodwill through the way you treat them is as vital as what you provide in products and services.
This course provides a foundation for understanding the principles, attitudes and skills essential for a quality service experience.
Who would benefit?
Front line and support staff who have regular contact with customers and need to recognise the significance of their actions on their company's reputation and successes.
Objectives
By the end of this course delegates will be able to:
- Describe ways to create a positively memorable service experience
- Identify opportunities to excel and build customers loyalty
- Recognise the importance of treating colleagues as customers
- Project the right image face-to-face and on the phone
- Turn around customers' dissatisfaction and complaints
- Say 'no' constructively, and give bad news
Key topics covered
1. Introductions
- Overview - Group and Personal Objectives
2. Expert customer care
- Why it matters
- Meeting customer expectations and needs - delivering quality service to all
- Identifying the customer (internal and external)
- The competence / care formula
- Exceeding expectations
- What to do about things you have no power over
- Enhancing your reputation and that of the organisation
3. Excellence in all communication
- Projecting a positive image of yourself and the organisation
- Punctuality/availability/emergencies
- Waiting times
- Attitude (friendly, patient, helpful)
- Responsibility, accountability, authority - what works
- Appearing confident
4. Communicating face-to-face
- The first few seconds
- The senses customers use
- Personal evaluation - what could be better
5. Communicating on the telephone
- The telephone 'face'
- Voice attributes
- Clear action
- 'Transfers' - taking responsibility
- Message taking
- Promises (what and how to promise)
- When to use e-mail and when not
6. Dealing with challenging situations
- Courage and confidence
- How to be assertive and inspire confidence in others
- Handling whatever lands at your doorstep - for example - wafflers, anger, sarcasm, criticism, distress, tears
- a positive attitude to complaints
- maintaining goodwill when you have to say 'no' or give bad news
- managing the unreasonable or illogical customer
7. Review and action plans
- What am I going to do differently?
- How will I monitor my improvement?
- How will I seek continuous improvement?
- My action plan
