Overview:
Aim:
To assist all staff to project the correct image to your potential customers
and clients to make your organisation user friendly. This course will involve
some small group working in a workshop situation. It is designed for anyone
who has any contact with users and their relatives to maximise your level
of service and customer care.
Aims & Objectives:
Course Objectives:
- Projecting a professional image, building rapport and presentation skills
- Customer service essential issues
- Develop listening techniques to hear and understand the full issue
- Questioning and summarising skills
- Putting your clients and users at ease
- Handling complaints and angry customers
- Managing different customer behaviour
- Recovery strategies and how to turn a complaint into a satisfied customer
- The benefits of having a positive attitude
