Workshop Title: Providing Excellent Customer Service

Who Should Attend:

All staff who need to understand the concepts of providing Excellent Customer Service to both internal and external customers.

Learning Objectives:

By the end of the workshop delegates will be able to -

• Be aware of their customer’s needs and wants.
• Achieve good customer service using clear, positive, assertive communication.
• Work towards a solution with the customer.
• Create rapport with the customer.
• Maintain the customer relationship.

Contents:

• Delegate and tutor introductions.
• Review of course objectives/Learning Logs.
• What is Customer Service?
• Why is it important?
• Who’s job is it anyway?
• The Benefits of Excellent Customer Service.
• Knowing your Customers.
• Knowing their expectations?
• Handling issues: Do’s and Dont’s.
• Handling Complaints – The Four Step Model.
• Developing Customer Service Standards.
• Personal Action Planning.

Duration: One day