Solutions
» Communication
Getting a Better Reception
The difference that makes a difference
Good customer service is only ever as good as the customer thinks
it is. If they simply get what they expect they may not be impressed
and if service is poor they will take their business elsewhere.
Internal customer services between departments may have captive
customers, but the delivery of high quality, committed service
is equally important to colleagues and vital to the overall
growth and development of the organisation. This course demonstrates
to attendees how a small shift in attitude and focus will make
a huge difference in terms of satisfaction: their own and the
customer’s.
Contents
What do we mean by customer care?
Quality product, quality services
The home truths about bad service
The structure of buying – different perspectives
Identifying good service – external and internal
Understanding your product, the wider picture
Impact and creating the right impression
Creating, building, and maintaining customer
rapport
Objectives
- Remain in control under pressure face
to face or on the phone
- Defuse or de-escalate angry calls and
discussions
- Communicate effectively with colleagues
and the public
- Terminate aggressive interactions more
safely
- Adopt a proactive stance to managing
stress
- Respond to conflict with more confidence
- To develop a deeper understanding of what is meant by
customer care
- The differences between good and bad service
- How to build and maintain the client relationship
- Understanding quality, commitment
- The key skills of effective communication
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