Customer Service Skills for Front-Line Staff

Principles and practice of giving great service

1 Day - On Request

 

 

 

 

 

 

 

A one day in-company only workshop to improve customer service skills of front-line staff. Delegates will gain an understanding of the key principles of customer service and practice the skills necessary to deliver great service.

 

Programme Contents

Why is Customer Service Important?
Understanding the Needs of Customers
Customer Care Principles
Communicating Effectively with Customers
- Questions - the Different Types
- Using Questions Effectively
- Adopting Effective Listening Habits
- Non-verbal communication
Telephone Techniques
- Answering Calls Professionally
- Do’s and Don’ts
Handling Awkward Customers
- Showing Empathy and Understanding
- Handling Irate Customers
- Dealing with Complaints
Instant Role Play
Your Action Plans