Customer Service Courses

 

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Course ID: 21166
 Trainer ID: 1134

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Please See Below For Course Information On 'Customer Service - Creating a Positive Customer Experience'



Overview

Course content
Role and Responsibilities: key tasks and responsibilities; adding value to the organisation's image and product reputation; the factors which influence an organisation’s image.
Through the Eyes of the Customer: what the customer needs and expects; striving for complete customer satisfaction.
Information Back-up: identifying the information needed to support a professional receptionist or telephonist.
Telephone Communication: making and receiving telephone calls; maximising the effectiveness of telephone responses; dealing with irate callers; using drills to draw out exact caller requirements; handling threatening calls calmly and efficiently.
The Reception Area: designing and equipping the reception area; logging the constant flow of people and packages; designing registers for use in reception; identifying systems for self organisation.
Security Arrangements: the eyes and ears of the company; feeding back vital information; enhancing company security.
Reception

Who is it for?

Those people who present the 'first impression' of their organisation to customers.

What will I learn?

By the end of this course you will be able to:
•add value to the organisation's image
•describe the techniques that will help you to answer the telephone effectively
•understand how to draw out caller requirements
•devise a system to take accurate messages
•organise and complete reception registers
•understand the importance of using tact, discretion and initiative when dealing with telephone calls and visitors