Dynamic Customer Service

An action-packed one-day customer service training workshop to equip participants with the necessary competence and "mindset" to consistently meet and, at every possible opportunity, exceed their customers' expectations.

TARGET AUDIENCE

All Retail and Service Industry staff and supervisors/managers.

WORKSHOP CONTENTS

Module 1: Service Excellence

• Service Excellence Defined
• Customer Expectations
• The Customer's Perception is Reality
• How to Impress and even Amaze Customers
• The Ten Customer Truths
• Customer Satisfaction Statistics
• The Dollar Value of Customers

Module 2: The Cycle of Service (plus Video)

• Quality of Service
• Moments of Truth
• The Cycle of Service

Module 3: The Customer Driven Person (plus Video)

• Qualities of a Customer Service Professional
• Importance of PMA (Positive Mental Attitude)
• Self-test
  

Module 4: Service Communication

A. FACE-TO-FACE COMMUNICATION

• Acknowledging and Greeting the Customer
• Making the Customer feel Important
• Responding with Empathy
• Listening Actively
• Using Positive Body Language
• Clarifying the Customer's Needs
• Communicating Positively
• Serving and Problem-Solving

• Telephone Communication Pitfalls
• Handling Incoming Calls
• Handling Incoming Calls when busy serving Customers
• The Five Elements of a Great Telephone Voice

Module 5: Handling Customer Complaints (plus Video)

• Customer Behaviour Classified: Praisers, Patrons, Talkers, Walkers
• Common Customer Complaints
• How customer complaints can be used as opportunities to show off your extraordinary customer service to impress them and so gain or retain their loyalty
• How to win over irate customers and turn them into satisfied buyers
• Handling Customer Complaints - 5 Critical Steps

Appendices: Consumer Legislation

• The Consumer Guarantees Act (1994)
• The Fair Trading Act (1986)
• Sale Of Liquor Amendment Act (1999)

On-the-Job Implementation and Follow-up Activities

PUBLIC WORKSHOPS

Not available as a public workshop

IN-HOUSE WORKSHOPS

Participant Fee: $225-00 + GST (minimum 6 delegates per workshop)

SMALL-GROUP IN-HOUSE WORKSHOPS:
l 5 Delegates: $255-00 + GST pp
l 4 Delegates: $335-00 + GST pp
l 3 Delegates: $395-00+ GST pp
l 2 Delegates: $495-00 + GST pp

Want to Purchase Workshop Materials? This Workshop is available for international purchase at a fraction of the cost to research and develop your own. The following Course Materials are included: Participant Workbook: 33 pages packed with quality content (MS Word) Presenter's Guide (MS Word) Slides: 12 (PowerPoint) Posters: 3 (A4 format to be enlarged) (MS Word) For details and costing, please contact us

 

	to find out more about our in-house workshops

to discuss your needs

Download PDF Brochure

Related Retail Training: Retail Selling Skills