Aim

This is a one-day workshop that provides a theoretical model and practical tips for delivering Customer Service Excellence, and for handling difficult people.

Learning Objectives

At the completion of this session, participants will be able to:

• Explain the importance of Impression and Perception Management

• Explore the concept of ?Moments Of Truth? (Albrecht) and ?Cycle of Service?, and relate these models to their work

• Challenge the idea that we should treat customers as we expect to be treated ourselves

• Identify customers and stakeholders

• Appreciate the different types of customer relationships

• Explain what the term ?professionalism? means

• Look at the image they should project ? what they should say and how they should say it

• Deal with people in an empathic manner

• Describe their communication style

• Identify methods of dealing with difficult people

• Gain an understanding of:

  • 8 Steps To Handling Customer Complaints

  • The Seven Deadly Sins Of Customer Service

  • Importance Of Communication And Watching Your Language

• Describe the differences between assertive and aggressive behaviour in a customer service context