Customer Service Training

To enable staff to identify and fulfil customer needs.

Programme Aims

By the end of the session candidates will be able to:

Recognise that customers can be internal or external to the organisation and identify their different needs
Identify barriers to communication
Deal with customer requests and complaints efficiently
Be able to analysis customer feedback in order to respond in an appropriate manner
Active in identifying potential problems before they effect the customer
Identify the importance of “first contact” i.e. you are the representing the company (behaviour and appearance make a big impression)
Identify the effect that body language has on the customer both face to face and on the telephone
Engage in active listening techniques i.e. listen to the customer in order to identify the correct action to take

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