Who Should Attend?

Customer service representatives, receptionists, call centre staff, and anyone else who interacts directly with customers.

About the Programme

In the 21st century it is not an exaggeration to state that the 'Customer is King'. We are all 'Customers'. And we are all aware of the greater choice available to us in purchasing anything, compared to twenty years ago. If we just look at the U.A.E. the variety available to us today is phenomenal - whether it be restaurants, cinemas, food outlets, shopping malls, fashion stores, etc. We have unlimited choice, and the choices grow day by day. Therefore it is vitally important for businesses to, not only attract first time customers, but more importantly, to turn those customers into 'repeat and return' customers.

Millions of dollars are lost every year because of poor handling of customers by company staff. But customers who are consistently well handled will return again and again - bringing you more business. Bad telephone technique and poor customer care will lose you customers. If statistics show that it costs eight times as much to find a new customer, compared to keeping an existing one, isn't it in your interest to try to retain and expand your existing customer base? This course is essential if your staff have not been trained in telephone skills and effective customer service skills. Well trained staff will help you to retain more customers... and improve your bottom line!

Course Objectives

• Delegates will learn how to prevent and handle complaints
• The importance of customer service and customer care will be emphasised throughout the two days of the programme
• To explain the difference between 'ordinary' and 'extraordinary' service
• Delegates will learn the key skills of good telephone manners and how to deal face-to-face with customers
• They will understand how each individual contributes to the company's overall image
• The special techniques necessary to be effective on the telephone will be demonstrated and practised
• Delegates will be able to identify correct and incorrect telephone standards

What You Will Gain

• The ability to consistently create a good impression for yourself and your company
• The skills to deal professionally with all types of situations in relation to providing top quality customer care for your customers
• Increased confidence in dealing with all types of customers - both face-to-face and on the telephone
• Increased business for your company / organization

Programme Contents

DAY ONE

• Who Are Your Customers?
• Why Companies Lose Customers
• Delivering Quality Service - Everybody Wins
• Customer Service Skills
• Excellent Customer Service - You Can Make The Difference
• Spearhead's Three Levels Of Customer Service
• How To Create 'Customer Delight'
• Communicating With Your Customers
  > Important Elements Of Body Language
  > Tone Of Voice
  > ABC Of Communication
  > Active Listening

DAY TWO

• On-Line Etiquette
• How To Give A Warm Welcome
• Communicating By Telephone
• What Annoys You On The Telephone?
• Improve Your Company's Telephone Etiquette
• Dealing With Complaints
• Handling Difficult People
• Complaints: Turning Them Into Good Business
• First Impressions
• Using Your Voice Professionally
• Answering Incoming Calls
• Re-Routing Calls
• Outgoing Calls
• Putting On Hold / Transferring Calls

2 Days - Non-Residential

Delegate spaces available on the following course dates: