Course Objectives

At the end of the programme, delegates will be able to:

Describe the reasons why customers choose the organisation
List the top ten aggravators in customer service in the 21st century
Apply strategies for dealing with all types of customers
Demonstrate Active Listening
Closing incidents with positive outcomes

Course Agenda

Why do customers leave?
What is “excellence”?
Setting standards
Managing Expectations
Avoiding “Red Rag” Statements
Perfecting Active Listening
Handling Aggression
Taking Ownership
Resolving issues
Closing positively
Gaining commitment