|
|||||||||||||||||||||||||
Keeping customers happy doesn’t just mean doing things right, you also need to do things at the right time as defined by them. This means knowing exactly what they need, want and expect. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers. Maybe you’re on the front lines of a company, serving the people who buy your products. Every single contact between you and the customer is important regardless of it’s length or context.
This course will help you understand the fundamental principles of good customer service practices, whether you communicate with them in person, on the phone or via email. The course will look at all types of customers and how you can serve them better and improve yourself in the process. You will also be provided a strong skill-set including in-person and over-the-phone techniques, dealing with difficult customers, and generating return business.
Topics Covered
- Putting the customer at the centre of your focus
- Product or people perspective
- Working Relationships with Customers
- First impressions
- Managing the phone effectively
- Active listening
- Empathy
- What customers want to hear
- Questioning techniques
- Customer calamities
- Complaint handling
For more information or to enquire about a customized ifocus workshop, please phone +234-1-840-7116,
+234-803-212-4350, +234- 802-691-0990 or email info@skoptimalsolutions.com.