Effective Customer Service

‘First understand, then be understood’

Your customer is the ‘heart’ of the organisation. Without them nothing happens. We are all customers to someone and have expectations about how we will be treated and the service we require. If these are not met, there are plenty of other companies who will provide it. This course explores how to get the customer service right. It explores practical ways of ensuring the customer returns as continued business, deals with ways of addressing complaints and facilitates the ‘personal approach’ of the business.

Quality and customer care

• What is good customer service?
• How are we doing and how do we know?
• Who are our customers?

Communication

• The customer point of view
• Barriers to communication
• Asking the right questions
• Building rapport
• Assertiveness

On the telephone 

• First impressions 
• Langauge patterns 
• Listening skills  

Solving problems

• Identifying the problem
• Creating solutions
• Negotiating a resolution