Excellence in Customer Service Delivery

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Course Aims and Opportunities

Positive first impressions and excellent customer care are essential ingredients in the success of any organisation. Participants will gain understanding of their role in making the company successful and the importance of customers. Techniques for improving communication skills, information provision, professionalism and positive personal image are strongly emphasised.

Course Outline

At the end of this course participants should be able to demonstrate knowledge, skills and understanding in the following areas:

  • Understanding ‘excellent customer service’ and bad customer service.
  • 14 Key Elements in Excellent Customer Service.
  • Front Line Customer Service Skills:
    • Understanding what makes successful interpersonal communications
    • Barriers to effective communication
    • Introduction to assertiveness and confidence-building
    • Listening Skills
    • Speech patterns; grammar and using positive language
    • Body language, personal presentation, first impressions, greeting people and receiving visitors.
    • Telephone skills and etiquette; screening incoming calls, message-taking and effective business calls.
    • Front desk organisation; appointments; booking forms, etc.
    • Proactive employee attitudes; Knowledge of company’s products and services.
    • Dealing with enquiries and sales, information provision and knowing your limits.
    • Customer complaints, issues and awkward customers.
    • Developing a customer relations policy; guidelines for frontline staff.

Duration/Start
26 November, Tuesday and Wednesday, 10am – 1.30pm

Fee
€150

 

 

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