 | Projecting a positive personal and corporate
image – ambassadorship |
| Meeting and exceeding customer expectations
and demands |
| Face-to-face contact with the customer |
| The importance of good professional
communication skills |
| Adopting different approaches for a variety of
situations and environments |
| Gaining and maintaining loyalty |
| Understanding the importance of body language |
| Controlling the flow of conversation |
| Dealing positively with difficult situations |
| Creating a positively memorable service
experience |
| The importance of treating colleagues as
customers |
| Turning around customers dissatisfaction and
complaints |
| Recognising potentially difficult situations
and preventing them from arising |
| Really listening, gaining understanding,
showing empathy and building rapport with customers & colleagues |
| Maintaining professionalism by communicating
confidently and calmly under pressure and saying things in the right way |
| The importance of recording and following-up
agreed outcomes |
| Understanding assertiveness and using it as a
means to think and communicate to achieve the desired outcome |
| Consequences of good/bad service experiences |
| Managing your own responses |
| How to handle different types of
‘difficult’ customers, e.g. arrogant, persistent, angry, patronising, demanding, etc. |
| Managing the extremes - when and how to
address unacceptable situations |
| Ability to handle customers with courtesy,
enthusiasm, empathy and friendly efficiency |
| Establish effective rapport with customers and
colleagues |
| Increased benefits to the individual and the
organisation by turning around difficult customer situations |
| Improved confidence, management of responses
and the ability to communicate assertively |
| Effective questioning to elicit accurate
information and commitment when necessary |
| Maintain professionalism whilst under pressure |
| Know when and how to deal with unacceptable
behaviour and difficult types of customer |
TRAINING
& EMPLOYMENT SERVICES
