Magellan Management Training
:: Management
Training Courses :: Providing Excellent Customer Service
Providing Excellent Customer Service
“You do not get a second chance to make a first impression”
Key staff must exhibit the characteristics that you want your company to represent; efficient, friendly, organised and customer focussed. Business can be won or lost by the experiences your customers have when dealing with your front-line staff.
This programme examines the range of skills that are required to ensure that your customers (existing and potential) experience a fantastic service from your front-line staff.
Target Audience
This course is ideal for:
- Customer services staff
- Reception staff,
- Office administrators
- Telesales/Telemarketing staff
Course Objectives
On completion of the training, participants will be able to
- Explain what is meant by excellent customer care
- Understand customer perceptions and how to meet customer requirements
- Use inter personal techniques to deal effectively with customers
- Understand how to handle a complaint to achieve a positive outcome
Course Content
- Why customer service matters
- What’s different about good service
- Performance standards
- Turning complaints into opportunities
- Listening to customers
- Assertiveness and good service
- Effective customer communications
Course Duration
Recommended 1 day course for up to 12 delegates
Tailored
This course can be delivered:
- to meet individual company requirements
- within company premises
- specifically to a group or team of staff
- one to one with a senior manager
For training on Providing Excellent Customer Service contact
Magellan management Training today.
Training courses on Sales and marketing include:
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