Etiquette For Excellent Customer Service

Etiquette For Excellent Customer Service
'You Never Get A Second Chance To Make A First Impression'

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 dirhams 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 finda 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 with face-to-face customers and how to communicate effectively
They will understand the importance of ‘first impressions’ and presenting the correct image
They will learn the best ways to provide exceptional service by understanding the needs and expectations of a customer
They will gain an understanding into handling difficult customers and customers from a variety of cultures
Delegates 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 needs and expectations of a customer
The ability to consistently create a good impression for yourself and your company
The ability to deal with telephone calls correctly

Programme Contents

The 'People First' Approach
Who Are Your Customers?
Why Is Customer Service Important?
How Important Are First Impressions?
Presenting The Best Image
Spearhead’s Three Levels Of Customer Service
Customer 'Perception Points'
Customer Needs & Expectations
Your Commitment To Quality Service
Communicating For Success - Understanding & Being Understood
Using Positive Words & Language
Considering Voice & Tone
How To Interpret Body Language
Understanding Cultural Differences
Adopting Effective Listening Skills
How Best To Approach Your Customer
Going The Extra Mile - 'The Unforgettable 'Wow' Factor'
Building Powerful Relationships With Your Customers
Telephone Etiquette - What To Say & What Not To Say

1 Day - Non-Residential
Location: Dubai

Delegate spaces available on the following course dates:

Date: 8th October, 2008
Brochure Price: Dhs 1580.00
Online Price: Dhs 1,501.00 (Save 5% Online)

Before the course each delegate will be asked to complete a Pre-Course Briefing Form to determine their individual objectives for attending the course. These objectives will be used by the tutor to give on-target training that is focused on the individual delegates.

At the end of the course each delegate will be asked to complete a Personal Development Plan that can be used as part of future appraisals and that will also be an important tool for management reference.

Total investment includes - Training Materials, Lunch & Refreshments.

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Spearhead Training > Customer Service > Etiquette For Excellent Customer Service

Etiquette For Excellent Customer Service 'You Never Get A Second Chance To Make A First Impression'

Etiquette For Excellent Customer Service
'You Never Get A Second Chance To Make A First Impression'