Overview

This course provides a high level of understanding and appreciation of customer services and sales skills for customer facing staff. Delegates will develop improved skills and confidence in relation to dealing with customers in order to maximise client satisfaction.

Course content

1. Induction

• Introduce trainer, other staff and delegates
• Explain purpose of training session, its scope, format and outcome

2. Customers and their Expectations

• Understand the differences between internal and external customers
• Explain what constitutes exceptional customer service
• Explain the importance of exceptional customer service to customers and the organisation and its stakeholders
• Understand the ‘five rights’ of customers

3. Keeping the Customer in Focus

• The importance of constructive company cultures and individual behaviour in creating positive customer service experiences
• Describe the preparations needed in order to ensure that service is effective
• Explain how to give a positive impression to customers

4. Handling Complaints

• Describe the legislation that affects dealing with customers
• Explain why customers complain
• Describe the do’s and don’ts of handling complaints
• Describe effective methods for handling customer complaints

5. Dealing with Difficult Customers

• Explain how to deal with criticism
• Explain non-verbal and verbal signals
• Identify win – win solutions

6. Achieving Superior Customer Service

• Describe methods for identifying and understanding customers needs
• Explain how to provide information and advice to customers and check their understanding
• Describe ways to provide products and /or services to customers
• Explain how to respond to customers’ special requests
• Describe methods for measuring quality standards of service and recommending improvements

7. Meeting Customers’ Individual Needs

• Describe the types of individual need that customers may have
• Explain the implications of the Disability Discrimination Act upon customer service
• Describe methods that can be used to meet the needs of customers with individual needs

8. Selling Skills

• Describe how you identify customers’ needs and wants
• Describe the importance of questioning and listening
• Describe the ways of selling benefits
• List ways of overcoming objections

9. Customer Care in Jersey

• Outline the affect customer service has on Jersey
• Understand where visitors come from
• Outline how you can influence the image of Jersey

10. Evaluation

• Allow delegates to evaluate the workshop
• Identify areas of improvement
• Identify further learning needs

Learning outcomes

Having attended this course, delegates will:

• Be able to confidently deal with customers in different organisations to a high standard
• Provide improved quality or customer service and also have the ability to handle complaints more confidently
• Organisations will benefit from better client relationships and increased business performance

Dates

20 & 21 March 2012

8 & 9 November 2012