Course Outline

Serving My Customer

This is a typical 1 day course is split up into 5-10 minute lessons so you can follow the outline in sequence or jump to the topic you want to learn about. Remember to practice your new found skills. This will help to reinforce the learning and retain your skills.

Customer Service Principle
Lesson not Started  Why Customer Relationships Matter
Lesson not Started  Why Customer Service should Matter to you
Lesson not Started  Who are your Customers?
Lesson not Started  Maintaining your Reputation
Lesson not Started  Consistency of Service
Lesson not Started  Quality of Service
Lesson not Started  Managing Customer Expectations

Improving Customer Service
Lesson not Started  What can i Do?
Lesson not Started  Developing Strategies
Lesson not Started  Focused Culture
Lesson not Started  Staff Development
Lesson not Started  Approachability and Credibility
Lesson not Started  Building Rapport
Lesson not Started  Measuring Quality
Lesson not Started  Keeping Ahead

Customer Interaction
Lesson not Started  Developing Customer Relations
Lesson not Started  Meeting your Customers
Lesson not Started  Telephone your Customers
Lesson not Started  Emailing your Customers
Lesson not Started  Listening to your Customers
Lesson not Started  Questioning Skills
Lesson not Started  Choosing your Question
Lesson not Started  Getting Customer Feedback

Managing Complaints
Lesson not Started  Preparing for Difficult Conversations
Lesson not Started  Understanding Behavioural Styles
Lesson not Started  The Importance of Rapport
Lesson not Started  Identifying the Problem
Lesson not Started  Dealing with Complaints
Lesson not Started  Handling Defensive Behaviour
Lesson not Started  Finding a Solution
Lesson not Started  Acting Professionally
Lesson not Started  Concluding Conversations
Lesson not Started  Tips for Making Difficult Conversations Easier