Service Excellence Skills
The customer revolution is here to stay. As products and services become more and more alike, the competitive edge comes from the experience the customer has with your organisation. The overall goal is to maximise that experience, so he or she returns and encourages others to do the same.
The real magic in service delivery comes from discretionary efforts, where your staff use their initiative to go beyond their normal job descriptions and do that little something extra that impresses the customer.
This challenging, highly participative course provides your front line staff with all the necessary skills and personal motivation to provide outstanding customer service.
Participants learn customer service excellence skills and how to make each customer feel important. They discover new ways to handle complaints and difficult situations. They become better at keeping their cool under pressure. They learn the importance of team work. They develop more enthusiasm. They learn to sell their ideas.
The result not only ‘puts the customer first’ but gives your people the skills to make each customer a better customer.
“Deborah was lively, considerate, understanding and very knowledgeable. I found the sections on confidence and assertiveness particularly useful.” – AD, Client Services Executive, Rentrak