Exceptional Customer Service

Exceptional Customer Service Outline

What is Customer Service?

• Importance of Customer Service
• Customer Service Skills
• Different Communication Vehicles

Communication Barriers

• Types of Barriers
• Delivering Effective Customer Service
  • Self-Assessments
  • Questions and Answers
  • Rapport with Customers
  • Meet Customer Expectations

Handling Difficult Customers

• How to deal with Difficult Customers
• Solving the Problem

Assertiveness Techniques

• Structure Communication with Customers
• Dealing with Difficult Situations

Neuro-Linguistic Programming

• Examples of NLP

Body Language

• Facial Expressions
• Body Posture
• Gestures
• Handshakes

Who Should Attend this Customer Service Training?

This course would be useful in the following careers:

• Personal Assistant & Receptionist
• Secretary
• Assistant
• Office Administrators or Office Managers
• Office Clerk
• Marketing Assistants or Marketing Managers
• Customer service Team Member or Supervisor
• Customer Service Team Leader or Customer Relations Advisor
• Sales Manager
• Brand Manager

Prerequisites

There are no formal requirements, so anyone can attend this Customer Service Training course.

What's Included in this Customer Service Training?

• A Comprehensive Customer Service Training Course Folder 
• A Customer Service Training Action Plan
• Full Access to Training Slides and Trainer Notes
• Certificate of Attendance

What will you Gain?

• Utilising assertive styles in difficult
• Building your confidence and being able to say no
• Understanding how others perceive your behaviour
• Understanding how using customer-focused communication improves your service standard
• Practising how to turn customer service disappointments into a positive experiences