Training Toolkits: Exceptional Customer Service

	Exceptional Customer Service
	Time Management

Sample Kit

Duration:	½ Day OR 4 x Short Training Sessions (You Decide!)

Key Audience:	Individuals who want and need to provide a quality service to external and internal customers

The Benefits:	By the end of this training your employees will be able to: Demonstrate how to actively listen on the telephone and face-to-face Demonstrate assertive body language Contribute towards creating a positive workplace appearance Communicate with people who demonstrate non-assertive behaviour Manage complaining customers and their complaints

The Training Sessions:

Session - Passive & Active Listening
Listening activity followed by an explanation of the differences between active and passive listening.

Session - Body Talking
A group discussion and exercise about body language, and possible interpretations by customers. The group discusses the importance of personal appearance and workplace appearance.

Session - The Way People Behave
The trainer explains and gives examples of the four categories of behaviour. The group conducts an exercise to enable them to identify people demonstrating different behavioural patterns and how to respond appropriately.

Session - Complaining Customers
Defining what a complaint is and why people complain. The group discuss and identify a process for managing customers who complain and how to handle their complaints.