All Day

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This workshop is aimed at someone with at least one year of frontline customer service experience who wants to increase their professionalism.   Each person who attends will assess their own strengths and weaknesses and learn to deal with a range of customer service situations.  They will develop techniques which ensure every customer feels valued and set themselves a new standard for the service they provide.

 

Content includes:

• Understanding who the customer is, their wants and expectations.
• How to create a positive first impression and build rapport.
• Discovering the four levels of customer expectations and how customers feel if they are not met.
• Gain an awareness of how an attitude can affect customers and other staff members.
• How to build customer loyalty and encourage return custom.
• Gain an awareness complaints are a gift and the importance of taking responsibility for them.
• Learning how to deal with the three levels of customer complaints and how to turn an angry customer into an ally.
• Build your own customer service profile and identify what areas you can improve in.

Presented by: Kim Cox, KiwiHost Otago

 

See also:

• 30 May 2012
  • 8:30am — 5:00pm
• 19 Jul 2012
  • 8:30am — 5:00pm
• 4 Sep 2012
  • 8:30am — 5:00pm

 

Terms and conditions including refunds and cancellation policy