Achieving Higher Performance Customer Service

Introduction

What does a customer really want?

·         To be fussed about?

·         To be treated like royalty?

·         To be attended to courteously?

Our view is that it is none of the above. A customer, like any other human, wants to be treated with empathy.

He wants service staff to put themselves in his shoes in order to understand what he wants and help him get it. This is easier said than done!

We have developed a course where service and sales personnel can put themselves in the customers’ shoes.

We go beyond mere formal following of rules on how to deal with customers to a genuine concern for customers and looking for ‘real’ solutions that will solve customers’ problems.

At the same time, we guarantee that the sales and service people will maintain their dignity and, more than anything, be happy to serve.

In order to do this effectively, service people need to learn to be ‘centred’ that is, ‘to be real’. When they themselves are ‘real’ they can communicate effectively with customers; not only customers but with everyone that comes into their lives for however brief periods of time.

We teach this method of connecting with customers in a two-day course.

What you will learn :

·         Self-communication first

·         How to communicate effectively with others

·         Why emotions are important

·         Handling your emotions

·         Understanding other people's emotions

·         Areas to avoid in communicating

·         Speaking from a centred position

·         Handling difficult customers

Duration : 2 day

Who should attend:  

·         Those involved in sales or customer service.

·         Those who are Receptionists and Telephonists

·         Anyone whose occupation involves dealing with members of the public