A highly interactive 1-Day course to enable front-line service providers perform their work activities to the highest standard of professionalism and generate increased levels of goodwill and loyalty from customers.
THIS COURSE WILL HELP YOU TO:
-Take a view of ‘Service’ from the inside out
-Identify the criteria customers use to formulate their view of your reputation for service.
-Make a positive impression on others.
-Understand the importance of keeping promises in the building of trust
-Convey a positive attitude and become sensitive to the feelings of others
-Make a difference by going one step further
A practical definition of ‘service’
The internal customer
Conveying a positive attitude
Delivering on expectations
Professional telephone technique
Building rapport with customers
Communicating effectively/body language
The emotive implications of language
Handling complaints/Problem Solving