Customer Service / Customer Care
″Your most unhappy customers are your greatest source of learning.″
(Bill Gates, American business magnate and chairman of Microsoft)
Aim:
The training focuses on both attitude and behaviour towards one of your business's most valuable assets - its customers. Without customers, there is no business, so effort must be made to develop relationships with customers or client that will keep them coming back.
Our approach to customer service emphasises positive bahaviour and working towards solutions - extremely important when problems and conflicts arise.
Objectives:
Positive view of customer, importance of customer (they pay our salaries)
Respect for customers, helpful attitude
The importance of being positive
Presenting oneself and representing the company - "People buy people first!"
Effective communication - introduction
Taking responsibility - "This is our problem, let's solve it."
Sharing in the success of the company
Customer expectations - what behavior is appreciated by the customer
Consistency in service - "No off days!"
The importance of knowing your products
Encouraging and acknowledging repeat customers - it's up to us whether they come back to us!
Prioritizing
Handling conflicts
Handling different personality types
Working under stress





















