Tuesday, December 12, 2017

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Customer Service Workshop

Course Overview    

The “Customer Service Skills” Workshop is designed to upskill individuals in order to provide exceptional customer service.  Through a variety of practical self-assessment exercises, participants will examine their understanding of the key elements of customer service and will follow on from this to learn best-practice techniques for delivering outstanding customer service.  Designed to cover all types of customer service roles, the workshop culminates in the development of individual action plans to apply immediately in order to re-inforce new skills and understandings gained.  Participants return to work re-energised with a stronger customer focus!
    

Course Topics    

•    The Right Attitude
•    What Constitutes Great Customer Service?
•    10 Practices of Best Customer Service Providers
•    Making Customer Service Personal
•    What Customer Service Means to You
•    Developing a Customer Service Mission Statement
•    Dealing Effectively with Customers
•    Assessing Your Customer Service Skills
•    Essential Skills for Customer Service Roles
•    Common Customer Service Mistakes
•    Top 10 Behaviours to Cultivate
•    Building Specific Customer Service Skills
•    Listening Skills
•    Developing Empathy
•    Establishing Rapport and Valuing the Customer
•    Handling Difficult Customers and the 3 Step Method for when you have to say No
•    Delivering Great Customer Service on the Telephone
•    Creating an Action Plan for Providing Exceptional Customer Service
•    Optional :  The Internal Customer/Service Recovery

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