Customer
Service Courses
A customer
making a complaint to a restaurant owner:
"I was brought up in a culture that generally believes the customer is right."
The
restaurant owner replies: " you're
wrong!".........
This
is not the way to do business, "a complaint is an opportunity to make
a friend" Read on and find out how
jml
Training can help
you with your company's customer service training.
Below
is an overview of the customer service courses and workshops offered
by jml
Training.
For more information, please contact
us with an outline brief of your requirements.
Providing
Excellence in Customer Service
Knowing
what the customer wants, needs and expects from your organisation is a fundamental
principle of good customer service. If you can show them you care they will come
back to you. But to get this level of satisfaction everyone in your organisation
needs to be committed
Providing Excellence in Customer Service
will give your teams the necessary knowledge and skills to get close to the customer
and help you to build organisational commitment to Customer Service
Key
issues covered
Top down
approach to customer service
Attitudes
to service delivery
Motivating
staff to give good customer service
Backroom
tasks that improve service to the customer
Organisational
systems and procedures to support Customer Service
Communicating
with Your Customers
Behaviour
breeds behaviour. Helpful behaviour will have a direct impact on a customer’s
sense of satisfaction. A genuinely committed customer friendly attitude will enable
an organisation to develop rapport with its customers and exceed their expectations.
Communicating with Your Customers will develop the essential communication
skills necessary for success
Key
issues covered
Self-awareness
and the impact of behaviour on others
Roles,
relationships and communication
Creating
a positive impression - Using an appropriate behaviour style
Assertive
verbal skills for dealing with difficult situations
Using active
listening skills
Providing
good service in anybody’s language
Your
Customer Service Strategy
You
know you need to develop an organisational approach to customer service but where
do you start and exactly what do you want to achieve?
We can help you
to identify your strategy and using a range of practical planning tools help you
to develop a realistic and sustainable project plan
Improving
Telephone Skills
Dealing
with customers successfully on the telephone can make a big difference to the
success of an organisation. The words we use and the tone of the voice are the
only way we can make up for the absence of the very important information that
we normally receive through body language.
Key
issues covered
Initial
impressions and building rapport
Effective
voice skills
Asking
the right questions
Listening
for tone
Practical
telephone techniques
Stand
and Deliver! – Maximise the impact
of your exhibition stand
Are
you making the most of your exhibition stand?
Large
budgets are spent building exhibition stands to a very high specification.
But the impact of
the stand ultimately depends on the people who are running it.
This
course will help you to maximise the impact of your stand. It is designed to enable
staff to develop the key skills they need to maximise the impact of an exhibition
stand.
Key
issues covered
Engaging
with the customer
Challenging
stereotypes and overcoming cultural barriers
Identifying
what the customer wants from your stand
Getting your message across to potential customers
Contact
jml
Training to
discuss how we can provide Customer Service Training to your organisation either
by email
or (
+ 44 (0)1494 488 787
today.
Return to Training
Courses Index
Tips
for Dealing with Difficult People
______________________________________
There
has never been a better time to invest in your organisation's future than investing
in training now
Contact
jml
Training
to discuss your training
requirements either by email
or (
+ 44 (0)1494 488 787
today
jml
Training - training
that works ...
