Event attendees

Description

This workshop is designed to equip you with the tools and techniques required to deliver service that meets and exceeds the expectations of our customers.

What are the benefits?

You will gain skills that help you to:
• Recognise what good service looks like in practice, and the impact that service has on customers.
• Deliver great service – practical ways of dealing with customer communication, either face to face or on the telephone.
• Build rapport – first impressions, body language, verbal communication.
• Respond to customers who require additional support
• Deal with difficult situations

Topics covered include:

Definitions of customer service
Managing the customer experience
Defining customer wants and needs
Giving feedback to dissatisfied customers
Behaviours of complaining customers and how to tackle them
Remaining assertive in the face of adversity
Handling conflict with customers