Overview

Learn how to establish effective customer relationships. If YOU deal with customers either face-to-face or on the phone, you're the point of contact between customers and the organisation! It's your approach to customers that ensures, or denies, their satisfaction and determines whether they come back. The quality of service you provide to your internal customers, like your colleagues or people in other teams, departments etc, is equally important. This course involves ACTIVELY establishing a relationship where customers feel valued, understood and special. This means looking for ways to provide not only a basic service, but to EXCEED what the customer might normally expect.

Objectives

Participants will acquire the knowledge and skills to:

• Greet customers effectively face-to-face, or on the phone 
• Use appropriate body language when dealing with customers 
• Find out exactly what your customers need by asking the right questions 
• Use 'total listening' techniques 
• Ensure your actions satisfy the customer's needs 
• Do the something extra that EXCEEDS customers' expectations

Course Duration

2 Hours