Customer Service in Scotland – Duration 1 Day
Aim:
To take those in the front line or preparing to work in the service industry through the key customer care skills and to understand how to competently handle complaints, difficult customers and to how to identify how important each delegates role is in developing excellent customer satisfaction.
What is Customer Care?
Why bother with customer service?
Why does customer care happen?
Customer Care Skills
- Attitude and behaviour
- Appearance
- Body language
- Eyes, ears and mouth
- Stroking and pacing
- Assertiveness
- Product service and quality
Communicating with and Serving your Customers
- Warm, friendly, professional service
- Disability awareness
Objectives:
Delegates will be able to:
- State the importance of good customer care in their daily contact with customers.
- Demonstrate the use of their customer care skills.
- Help to increase customer satisfaction within their business by adopting an action learned approach when dealing with difficult customers.
- Identify their role in the team and accept responsibility for the actions of other team members.
Assessment & Certification:
Internal company assessment and certification
Duration
1 Day