On the completion of this program you will be able to:
- Know the importance of excellent customer service
- Identify best practice principles regarding Customer Service
- Understand the Vision, Mission, Values and Service Mission Statement of your company and how they link to Customer Service
- Know who your customers are
- Identify the differentiating factors of your company
- Understand what WOW service is and why it is important
- Have a better understanding what communication is and how to improve your communication with your customers/guests
- Identify your working style when interacting with customers and to identify your customer / guest’s working style
- Know how perceptions can influence communication
- Understand what Active Listening is all about
- Know how to listen with empathy
- Know what your dominant ego state is when interacting with people
- Have a better knowledge to deal with a difficult / angry customer
- Be aware that you need to capture the emotions/feelings of your customers
- Have a better understanding of what the Service Profit Chain is
To register, click on the link below:
