The modern business model that focuses on “customer service” as its’ modus operandi creates customers that demand ever increasing levels of service.  In order to not only meet but also continually exceed customer expectations, team members who provide the “face of the business” need to be resourced with skills, knowledge and supportive performance management strategies to ensure they are continually providing clients with a positive customer service experience.  Likewise for those employees who are dealing with the internal customer.

This workshop is aimed at anyone delivering service to either the internal or external customer.

This workshop will cover:

• Develop customer service standards for the department/organisation (if not already in place)
• The ability to truly understand the customer needs, to hear what they are saying and wanting
• Questioning skills to establish all of the customer needs
• Actively listen to establish the spoken and unspoken concerns of the customer
• How to deliver solutions in a manner that keeps the customer informed in the process
• Know how to provide a level of service over and above the expected and that is in line with the organisation achieving it’s business goals
• Ensure a high standard of customer service is maintained on all occasions
• Efficiently offer the solutions that best meets the customers need
• Remain one step ahead of the customer in producing solutions
• A model to handle difficult customers for a win/win outcome
• Following a call structure to ensure all aspects of the call, interpersonal and technical, are met