This workshop is designed to provide an understanding of what customer service means and how customer service is provided in business. The workshop will explore the importance of understanding customer needs and expectations and how consistent and reliable customer service contributes to customer satisfaction. There will also be an opportunity to discuss call handling behaviours and how to conduct a quality phone call.
All employees/clients within a Customer Service role
Face to face or call centre.
Employees will be able to:
- Understand what is meant by the term ‘customer service’
- Understand how to meet the needs and expectations of customers
- Understand how to build strong relationships with customers through building rapport and displaying empathy
- Identify how to communicate effectively with the use of questioning and listening skills
½ Day Workshop
Practical work, Group Discussion
Video observation, other activities.