Customer Experiences

(1 day) (maximum 12 delegates)

For people who need to create excellent first customer impressions, build rapport and deliver outstanding customer experiences.

Course Aims

The course is designed for participants to recognise how the success and reputation of the organisation depends upon the way it treats its customers. Customer satisfaction is vital. Effective handling techniques, positive attitude and delivery on promise play a vital role in this training workshop.

Benefits

• Display the skills and attitude essential for delivering excellent customer service
• Be assertive in managing customers’ expectations
• Establish effective customer relationships to ensure customer loyalty
• Convert customer complaints into customer satisfaction

Programme Outlines

• Value customer service and customer satisfaction
• In the shoes of the customer
• Knowledge, skills and attitude matter
• Develop rapport – build better relationships
• Assertive behaviour and communication skills
• Learn from difficult situations – make them success stories
• PACE technique
• Continuous improvement in the workplace