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
______________________________________
Please
contact
us to discuss your customer training requirements
jml
Training -
training
that works ...
