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Are Your Customers Being Served? This Workshop is aimed at Business owners and anyone working with Customers. It Covers the Following Areas: Customer Service skills, Communication Skill and Complaint Handling. Companies who remain successful in tough times focus on their people and take pride in their customer service - customer service is a differentiator - are you making the most of this opportunity? Customer Service Skills: What are your customers' expectations?. What is the standard of customer service that should always be delivered?. The keys to managing customer expectations when there is a gap between what the customer expects and what can actually be delivered. Communication Skills: Building rapport, trust and a relationship with the customer. Communication - raising awareness of what the body language, voice and words that we use say about us and how we deal with others. Listening to the customer, instead of just hearing; overcoming natural barriers to listening. Questioning skills - asking the right questions to show you understand and to uncover the main concerns or difficulties. Dealing with Complaints: Using a Model for handling complaints and defusing emotion. Learn techniques and realise why people get upset, which can help you stay in control of your emotions so you can defuse heated situations and anger, therefore retaining your credibility. Defusing the customer's anger and emotion, using empathy to validate their concern whilst offering a resolution and instilling confidence and reassurance in the customer of reliability and delivering what is promised. Putting a complaints process in place to rectify and reduce complaints. A mixture of direct teaching, interactive sessions and practical activities will be used to help delegates to fully demonstrate their learning. At the end of the workshop delegates will go away with a booklet of the workshop handouts, and some actions to implement and review.

Are Your Customers Being Served? This Workshop is aimed at Business owners and anyone working with Customers. It Covers the Following Areas: Customer Service skills, Communication Skill and Complaint Handling. Companies who remain successful in tough times focus on their people and take pride in their customer service - customer service is a differentiator - are you making the most of this...

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