Customer Service - Quality
CUSTOMER SERVICE

WHO SHOULD ATTEND
Executives and staff who come into contact with the company's internal or external customers.

OBJECTIVES
Improve the quality of service provided to customers inside and outside the company.

PROGRAM OUTLINE

• Who are our internal and external customers?
• Customers now know how to distinguish between good and poor service.
  
• The inverted pyramid.
  
• The customer at the heart of the company.
  
• Everyone is someone's customer.
  
• Attitudes to avoid.
  
• What to say, what not to say.
  
• Perceiving the other.
  
• Steps in good customer service:
  
  • preparing oneself to serve the customer
    
  • establishing an affable initial contact
    
  • uncovering customer needs
    
  • responding to customer needs: informing, advising, guiding, reassuring
    
  • understanding and responding to hesitations, questions, objections, complaints
    
  • ending the interaction
    
  • ensuring a follow-up.
    
• Using and decoding gestural language to better serve the customer.

TEACHING METHOD

• Group discussions.
  
• Theoretical presentations.
  
• Videotaping of case simulations.

SUPPORT MATERIAL PROVIDED AT END OF TRAINING
Catalogue of responses to the customer.

DURATION
2 days