Exceptional Customer Service

There are no non service people in the customer’s eye and in the best run companies the number of sales people equals the number of employees. This programme defines essential service skills in order to compete in the customer revolution.
If you build your people, your people will build your business.

Programme Objectives:
Understand the importance of excellent customer service.
Describe effective listening techniques to establish customer demands both face to face and on the telephone.
Explain why people buy following the mnemonic AIDA.
Describe the recognised telephone technique for handling customers.
Describe how to overcome objections.
Follow the four “C” approach.
State how to handle customers' concerns and how to change complaints to an advantage.
Describe the 6 stage approach for dealing with complaints or queries.

Developed for:
All managers, Team Leaders and Customer Service Staff. The programme is highly practical and all delegates will be encouraged to take an active role.

Duration:
1 day

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