Duration: 1 day |Book this course
Cost: $650.00 + GST
The Customer Satisfaction course will provide guidelines and skills for providing excellent customer service that will enable your staff to build, maintain and increase a loyal customer base. It will also show your staff that Customer service is not only about focusing on the customer but also about focusing on yourself.
Delivery Method: Instructor-led, group-paced, classroom-delivery learning model with structured hands-on activities
Performance-based Objectives
- Recognize the importance of a satisfied customer, not only to build, maintain and increase your organization’s customer base, but also for you own job satisfaction
- Focus on customer’s behavior and your own behavior
- Learn to deal with complaints in an efficient way
- Deliver excellent service from the beginning till the end, so that the customers have a positive perception about your organization
- Cope with stress so that you maintain a healthy level of work-related stress
Course Outline
- Understanding Customer Service
- What is customer service?
- Types of customer service
- Identify customer expectations
- Focusing on the customer
- Different personality styles
- Customer emotional state
- Focusing on yourself
- Body language (first impression)
- Attitude
- Product knowledge
- Handling complaints
- Find out about the problem
- Resolve the problem
- Closing communication
- Cope with upset & difficult customers
- Upselling
- Coping with stress
- Recognize your stressors
- How to release & overcome stress