Winning your Customer’s Hearts and Minds

24 Apr
  24th April 2019
  9:30am to 4:30pm
  Shropshire Chamber of Commerce

The key elements of exceptional and consistent customer service and how to manage expectation.
For those already working in a Customer facing role who would benefit from additional support to improve efficiency, consistency and the handling of difficult customers.
This course can also benefit those new to the field who need a solid and detailed understanding of customer service and the core competencies required to deliver on and exceed expectation.

Understanding the Role of a Customer Service Professional:

Your perspective, the client perspective, the business perspective
Know your customer
Common issues and how to handle them quickly and efficiently
Working within your remit and managing expectation
Escalation and knowing when to ask for help

Communication Tecnniques and Best Practise:

Effective communication styles and techniques
Active listening techniques
Being the solution not the problem

Maintaining Consistency and Professionalism:

Troubleshooting – what happens when it all goes wrong
Handling different people and overcoming conflict
Following up in writing and knowing which language to use
Delivering bad news