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Developing a Customer Centric Organisation

This 2-day workshop on Excellent Customer Service Skills is aimed at improving the customer service culture. Our course will guide you on how to create a culture of Service Excellence in which every single member of staff is completely customer focused, maintaining a proactive and consistent approach to customer service.

Businesses must go beyond simply delivering their products, and develop strong relationships with customers. It is essential that Businesses provide a unique customer experience by proactively anticipating customer needs and expectations, exceeding them every single time.

Course Objectives:

  • Learn the essential factors that are important in customer service
  • Learn how to win customer confidence and develop a friendly approach
  • Learn customer-service techniques
  • The benefits of providing good customer service

2-day Course

Course Content:

  • Customer Service Defined
  • Understanding and Communicating to manage Customer needs
  • Standards of Service
  • Achieving Service with Teamwork
  • Customer Relationship Management
  • Getting feedback from Customers

The Daisy Vision

"To be a world class Human Resources Consulting and Training provider, trusted and respected by our clients for our excellent service."

Telephone Skills & the Basics of Communication – Complimentary

Good telephone communication doesn’t just happen. We must think about it, and plan what we want to say. It’s a powerful medium, and often creates a lasting impression. This programme will take you through making and taking calls in a professional way, listening and creating an appropriate positive image or impression. Participants will be taught how to handle customer concerns and objections and how to respond in a constructive, focussed and professional way.

Course Objectives:

  • Learn to build rapport and accurately respond to calls
  • Learn the techniques to deal with angry and unhappy customers & clients
  • Understand the importance of ownership

Course Content:

  • Answering the phone professionally
  • Effective listening techniques
  • Understanding the impact of emotional responses
  • Handling complaints
  • Closing the call
1-day Course - This programme is free