Customer Service: Critical Elements of Customer Service
Have your front line staff ever encountered an unpleasant customer and not known what to do? Do they worry that they are not assertive enough with demanding people? Do they struggle to solve problems? Do they know who your customers are? Do they have individual and organizational goals to strive for?
This workshop will help participants in all of these areas. They will become more confident in dealing with customers in all situations.
Duration – Two days
Target group
This program is designed for people in direct contact with customers, either face-to-face or via the telephone who are required to manage a wide variety of customer expectations and deliver customer care.
Highlights of what you will learn:
- Recognize that service delivery is an individual response value
- Understand how your own behaviour impacts the behaviour of others
- Develop more confidence and skill as a problem-solver
- Communicate more assertively and effectively
- Learn different ways to make customer service a team approach