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What will my employees be
able to do as a result of attending this workshop?
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- State the differences between internal
and external customers
- List the potential expectations and
needs of a customer
- List the skills of an exceptional
customer service advisor
- Demonstrate how to provide exceptional
customer service face-to-face and on
the telephone
- Create a set of customer service standards
for telephone calls
- Define C.U.S.T.O.M.E.R. care
- Calculate the value of a customer
to the company
- Analyse their voice patterns and identify
areas for development
- State how their voice can add value
to the service they provide
- Demonstrate active listening and positive
body language when face-to-face with
customers
- State the importance of personal and
workplace appearance when dealing with
customers face-to-face
- Identify the 4 categories of behaviour
- Adopt a process for managing customers
who complain
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