Developing Excellent Customer Service and Teamwork
Course Description
The event covers the development of a positive and realistic approach towards Customers and Colleagues. The course lasts for 2 days and includes the following:
- Instructor Led Tuition
- Individual exercises
- Group exercises
- Study Pack
Course Objectives
The course demonstrates how levels of Customer Satisfaction can be increased and how effective working relationships can be achieved. By the end of the course delegates will have:
- Defined their Customers
- Discussed the importance of first impressions
- Identified ways to make the Customer feel special
- Demonstrated listening skills
- Identified ways to support Colleagues
- Defined the three "A's of Customer Care
Intended Audience
The course is aimed at staff who have contact with customers and/or who work with other departments in their workplace. No previous sales or Customer Service experience is necessary.
Course Outline
The course includes modules on:
Developing a more positive and professional approach towards customers and colleagues
- Projecting an efficient image of your organisation and meeting the Customer's expectations
Do we really care for customers?
- Putting yourself in the Customer's shoes
- Making the Customer feel important
- Recommendations for improving Customer Service
Face to face/interpersonal skills - every encounter is a customer
- Getting the right messages across
- Active listening skills
On the telephone - every call is a customer
- Make every caller feel special
Treating colleagues or members of other teams as internal Customers or suppliers
- Need for flexibility and co-operation between Colleagues
A first class approach to customer service
- Three "A's" of Customer Care
What's Included
- Pre-course instructions
- Delegate handout pack
