Introduction
Your reputation can be built or broken, according to your customers’ experience. It is the actions of your people ‘in the front line’ that count. With the appropriate communication skills you can improve your standard of customer service dramatically, and increase customer co-operation, loyalty and satisfaction.

Typical Objectives:

	Identifying what customer service means and the standards of care expected in your company
	Taking your employees standards of service from ‘naiive’ to ‘natural’
	Delivering and exceeding customer expectation through the delivery of a more professional service
	Employing the essential techniques for delivering customer service by phone and face-to-face

Sample Programme
Being able to provide a great service can be the difference between gaining/keeping a customer and losing one. The importance of dealing with customers efficiently and effectively is often underestimated. This course provides the tools and techniques to ensure you maintain an excellent relationship with your customers so they will keep coming back for your product or service.

Outline

	Welcome and introductions
	What is customer service and why is it so important?
	How to identify key customers and stakeholders
	Establishing the key priorities and preferences of your customers
	Understanding the impediments to better customer care and how to eliminate them
	The importance and impact of communication in customer facing relationships
	Recognising your own communication style
	Building rapport through active listening and support
	Increasing your impact upon customers’ ‘state of mind’
	Delivering difficult messages and managing difficult situations
	Action planning

Activities to consider:

	Call Handling
	Effective Communication
	Influencing Skills
	Modelling Top Performers

Satisfaction
Rating
2008

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Return on Investment