Target Audience

All front line staff who have the responsibility of delivering excellent customer service.

Purpose

To ensure that both new and existing front line retail staff develop the necessary skills, knowledge and motivation to delight every customer.

Programme Content

• What is excellent customer service?
• What are our customers' expectations?
• Customer service styles
• Moving from customer transactions to customer relationships
• First and last impressions
• What does excellent customer service look like?
• Assertiveness - the key to excellent customer care
• Customer care techniques
• Problem, difficult and demanding customers
• Telephone techniques
• Skills practice - tailored case studies
• Personal action plan

Methodology

This course is highly participative and interactive with delegates involved in a variety of individual and group exercises.

Outcomes

Delegates learn that the customer is the most important person in any business and they are encouraged to understand and use a variety of skills and techniques that can mean the difference between success and failure.