CUSTOMER FIRST TRAINING
Suitable for Small businesses, Private and Public Sector organisations
Attitude, Knowledge and Skills
Customer service excellence is dependent upon your staff attitude, knowledge and skills. Very often good people deliver sub-standard service because they are unaware of what they should and can do.
Customer service attitude
- Attitude is everything
- Making customers feel appreciated and valued
- Understanding the effects of emotion
Customer service skills
- Achievement: why everything counts
- Assertive: assertive, passive, aggressive
- Behaviour: why people behave the way they do
- Body language: the effects of non-verbal communication
- Checklists: preventing problems and mistakes
- Colleagues: how to get them on-side
- Confidence: dealing with challenging situations and people
- Complaints: how to deal with them
- Customer needs: how to understand them
- Hostility: how to diffuse anger and aggressive situations
- It's not what you say: it's the way you say it
- Levels of communication: understanding what's appropriate
- Listening: seeing the customer's perspective and needs
- Negotiation: the basics*
- Pressure: how to perform under pressure
- Problems: how to stop them from escalating
- Questions: how to ask and answer questions
- Selling: getting agreements and commitments*
- Team-work: how to be a high performing team
- The basics: the fundamental basics which ensure excellent customer service
* We can provide training to the level that's appropriate for your team
PSL customer service training includes the psychology of service and practical tools for improving people's lives and performance.
Why do people deliver excellent customer service?
- They want to
- They know how to
- They have the skills and resources they need
For more information or to discuss your requirements please contact us.