SUBJECT AREAS COVERED

Fundamentals

• What are the benefits of excellent customer care
• Understanding the difference between bad, good and excellent service
• Making a great first impression with customers
• Customer care on the phone
• Effectively managing customer’s expectations
• Grooming standards

Communication

• The art of communicating positivity: language and tone of voice
• How to become an active and perceptive listener
• Asking the right questions to uncover customer’s needs
• The importance of note taking
• A step by step guide to efficiently handle customer’s enquiries 
• Delighting and impressing: Exceeding customer’s needs
• The keys to effective follow up
• Nonverbal communication: what is your body saying?

Building Rapport

• Why building rapport with customers matters
• Exploring techniques to build and maintain rapport
• Building genuine rapport: how to be friendly and stay professional
• How to have personalised interactions with customers
• Enhancing likability (in person, on the phone, via email)

Dealing with complaints and difficult customers

• Identifying the nature of customer complaints
• Understanding what triggers difficult behaviour
• How to prevent negative emotions from arising (both employees’ and customers’)
• How to maintain ownership of the situation
• Solving customer’s complaints with empathy
• Powerful strategies to diffuse upset customers
• Handling challenging customers with confidence
• How to turn a disappointing experience into a positive one