Page 44 - Radius Training Corporate Brochure

CUSTOMER SERVICE ESSENTIALS
(A One-Day Training Programme)
Best suited to
Those starting their career in a customer
service environment – internal or external –
who wishes to learn new skills and fully
understand the key concepts of customer
service. This training will enable them to
perform effectively in their role, and create a
‘Wow’ factor for their customers.
Objectives
By the end of this training, participants will be able to:
 Explain the concept of customer
service
 Identify the importance and impact of
great customer service and excellent
customer care
 Recognise the contribution great
customer service makes to the success
of the organisation
 Manage the initial contact with the
customer to create a positive first
impression
 Recognise the difference between
customer needs and expectations
 Use effective communications to make
a positive impact on customer service
 Handle customer complaints and
difficult customers assertively, so that
the customer is satisfied
 Manage stressful situations positively
 Evaluate the level of customer service
being displayed within their own
organisation, and identify opportunities
for improvement
B r o a d e n i n g t h e C i r c l e
Overview
Customer satisfaction is a keystone to success
for any organisation. Providing great customer
service is therefore critical and should be the goal
of everyone in the organisation – approaching
day-to-day interactions with a solution focus
instead of blame.
It involves finding ways to give the customer what
they want, when they want it – every time.
Internal customers need to be treated with the
same level of care and understanding as external
customers – what happens on the inside of the
organisation reflects on the outside.
Just one person can taint a customer’s perception
of an organisation; this course will leave
participants with a clearer idea of the Why and
the How of great customer service.
Course Outline
 Defining excellent customer service
 Defining the customer
* Internal customers
* External customers
* Loyal customers
 Creating a positive first impression
 Developing rapport with the customer
 Understanding customer needs
 Dealing with difficult customers
 Handling customer complaints
 Lesson LEARNT
 Professional telephone etiquette
 Managing stress
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