8
Customer Service Skills
Introduction
Customer service is increasingly becoming the method Course Content
by which organisations try to differentiate their company · Good/ poor service – what does it look and
from others offering a similar product or service. This sound like?
course will supply delegates with the knowledge on how · Positive and negative words
to go about doing it. · Questioning to gather information
· Listening not just hearing
Benefits of attending
· Moments of truth
This course will enable participants to:
· Delivering on promises
· Define excellent customer service
· Turning complaints into compliments
· Understand the moments of truth
· Telephone service
· Appreciate the impact their choice of words make
· WELCOME technique
· Recognise who their customers are
· Practical exercises
· Understand internal as well as external customer
needs Duration: 1 day
· Deal with complaints effectively
· Understand how to calm an upset customer
Dates 15/02/08
04/06/08
Who the course is for 01/10/08
This programme has been designed for anyone who
ever needs to deal with a customer and wants to do it
Fee: £235
professionally and confidently while also improving the
customer/ supplier relationship.