How to Deliver Great Service

First impressions really do count. Discover what great customer service looks like in order to make this a positive impression every time. This course covers both external and internal customers and will also offer practical steps on how to handle difficult customers.

Date
Duration

1 Day

Time
Location
Participants
Total

Overview

Maximise your relationships and bring customers back to your organisation through positive service provided by your frontline staff. This course is designed to develop skills in satisfying customer needs and dealing with difficult customers. Greatly improved organisational image and personal effectiveness will result from this excellent customer care course.

Who Will Benefit

Anyone working at the frontline of customer service. This will include retail staff, receptionists, service desk staff, counter staff in Government Departments and anyone else dealing directly with external and/or internal customers.

Content

  • Discover what service looks like through the eyes of the customer
  • Identify customer needs through effective communication
  • Employ active listening skills and display genuine empathy to create good first impressions for your customers
  • Learn effective ways of dealing with conflict and develop assertive responses to handle difficult customer situations
  • Recognise and respond to internal customers and their needs.

Learning Outcomes

Participants should be able to:

  • Create a good first impression
  • Listen actively
  • Display empathy to a customer
  • Develop assertive responses when dealing with difficult customers
  • Identify internal customers and their needs.
Related Results
The Sales Professional

Sharpen your effectiveness in an ever-changing sales environment. In this course, you will explore and practice the skills to continuously move your prospects forward.

Building Client Relationships

Developing healthy relationships with clients and stakeholders is fundamental to running a successful sales strategy within an organisation. This course covers several aspects of client relationships from first contact through to maintaining and improving those relationships over the longer term.

Driving Your Marketing Strategy

Identify, evaluate and review your marketing opportunities to align your marketing strategy with the broader organisation strategy. During this course you’ll learn the essential elements of preparing and implementing your marketing strategy.

Managing a Sales Team

Success in a sales management role includes both meeting sales targets and building a strong team capable of creating long term relationships with clients. You will explore both dimensions during this intensive course.

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