Putting your Customer First 

• Do you create a positive image of your organisation?
• Do you get lots of positive feedback about your Customer Care skills?
• Is your internal customer important to you? 

This highly interactive course aims to equip you with the skills necessary to present an excellent image of the organisation and your department.  

 As a result of the seminar, participants will be able to:

• Improve your service internally as well as externally

• Understand what customers need and how your actions impact their perceptions

• Build good customer relations, with improved communication skills such as listening, asking questions, understanding body language and good rapport

What today’s customer expects?

• First impressions creating a professional image

• The raised expectations of customers through the ages

How to make good customer service excellent

• Going the extra mile, understanding the difference your performance can make to a good customer experience

• Turning the complainers into loyal customers

Building rapport with excellent communication skills

• Understanding the subtleties of body language

• The importance of good listening face to face and over the phone

Asking the right questions

• Pacing your customer for better rapport

• Using Transactional Analysis to improve your communication style

• Improving the self esteem of yourself and your customer

Taking that call

• Understand the importance of good telephone manners

• The difficulties of telephone communication and how to overcome them

Action plan

• Putting your learning into practice!