Customers are the most important part of any business and delivering good customer service is imperative. In this workshop we will identify customer expectations and how we can not only meet but exceed them! A highly practical workshop in which you will be able to understand what excellent customer service looks, sounds and feels like. At the end of the programme delegates will be able to: * Understand Customer Expectations * Explain how communication barriers can affect service delivered * Recognise the importance of listening and questioning effectively * State the importance of assertive behaviour when dealing with demanding customers * Design a personal pledge committing to excellent service * Manage complaints using a 5 stage model for complaint handling This workshop is aimed at everyone working within a business that has customers! We all have customers and the service we offer is what will make our business stand out from our competitors and maintain your business reputation. Who has decided not to buy from someone because you don't like the person/service offered? We do not want to be that business. * Customer expectations * Communicating effectively * Key skills * Behaving assertively * Complaint handling * FISH! * Personal action planning
Name: DELIVERING EXCELLENT CUSTOMER SERVICE Qualification title: Non regulated provision, Level 2, Administration Qualification type: Assessment Awarding Generic award - no awarding body Created 20170111 16:45:11 Updated 20170111 16:45:11
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Lancaster & Morecambe College
Further Education
info@lmc.ac.uk
01524 66215
http://www.lmc.ac.uk
Morecambe Road Town: Lancaster County:Lancashire
Title: Non regulated provision, Level 2, Administration Qualification: Non regulated provision, Level 2, Administration Classification: Business, Administration and Law