Fish4Development Business Training
Happy Customer

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!