Customer Service Excellence [Business Scene]

28-02-2012

This course is designed for those working in a customer facing role and who need to develop or improve their customer service skills.

What are the course objectives?

• Understand the importance of delivering excellent customer service in today’s market
• Define excellent customer service and explain why we sometimes fail to get it right? 
• Be able to differentiate yourself and your organisation by delivering excellent customer service
• Use techniques that turn a difficult customer into a satisfied customer 

What's in the course?

• What is customer service?
• Common customer types
• How does excellent customer service benefit you and your organisation?
• Internal and external customers
• Creating a differential customer experience
• Positive phrases v negative words
• Establishing need
• Skills for dealing with dissatisfied customers and complaints  

More information: http://business-scene.com/event_detail.php?e=18665

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