Customer Service

The customer is the most important person in our business.  They are part and parcel of the business because without them we would not have a business. If customers are so important we should not leave the development of our customer service to chance.

Who will benefit?

This course has been designed to benefit everyone in business today.  Senior managers, office staff, personnel, sales, marketing, and distribution – everyone has customers and everyone meets customers.  The line between customer facing and non-customer facing staff has disappeared.

Objectives

The course has been designed to help participants:

·   Demonstrate an understanding of the importance of the customer

·   Recognise the customer’s point of view

·   Demonstrate an understanding of who your customers are

·   Improve your customer service skills

·   Recognise the effect of your behaviour on the customer

Content

·   What is a customer?

·   What does customer service really mean?

·   Communication and behaviour

·   Telephone techniques

·   Dealing with complaints

·   Don’t forget the internal customer