Who Should Attend?

Anyone in a customer related role who wishes to learn new skills and understand the key concepts of customer service that will enable them to perform more effectively in their role.

About the Programme

Here in the Gulf, millions of dollars are lost every year because of poor handling of customers by company staff. The key to maintaining customer loyalty is to strive to offer exceptional customer service, which in return will result in more business. You may not be aware, but research shows that it costs approximately eight times as much to find a new customer, compared to keeping an existing one. This course is essential for all staff who have face-to-face contact with customers - because everyone in your company has the chance to make a positive 'First Impression'.

Course Objectives

• Delegates will learn the key skills of dealing face-to-face with customers and how to communicate effectively
• They will learn the best ways to provide exceptional service by understanding the needs and expectations of a customer
• They will gain an understanding of handling difficult customers, and customers from a variety of cultures
• They will understand how to create customer loyalty through great customer service and excellent customer care

What You Will Gain

• The skills to provide excellent service to all customers
• The ability to recognise the needs and expectations of a customer
• The ability to consistently create a good impression for yourself and your company

Programme Contents

• Who Are Your Customers?
• Internal Customer Service
• The Customer Relationship Hierarchy
• What Does It Feel Like To Be A Customer?
• Customer 'Perception Points'
• 'The Customer's Perception Is Usually Right'
• You, As A Customer
• Your Commitment To Quality Service
• The Three Levels Of Customer Service
• Complaints
  > Why Do People Complain?
  > The Benefits Of Complaints
  > Interesting Facts About Complaints
  > How To Handle A Complaint
  > Having A Positive Attitude In Dealing With Complaints
  > Using Positive Words & Language
• Communicating For Success - Understanding & Being Understood
• Going The Extra Mile - 'The Unforgettable 'Wow!' Factor'
• Building Powerful Relationships With Your Customers

1 Day - Non-Residential

Delegate spaces available on the following course dates: