How attitude affects customers
How to deliver excellent customer service online and offline.
How to deal with difficult customers
As Gandhi once said, “A customer is the most important visitor on our premises and he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.”
Objectives for this Seminar
By the end of this seminar, you will have discovered:
- What Customer Service is.
- How your attitude affects customers.
- How to identify and address the needs of your customers.
- How using excellent customer service can generate return business.
- How to build good will.
- How to provide customer service over the phone.
- How online tools can aid customer service.
- How to deal with difficult customers.
This unit describes the skills required to apply communication techniques for interacting with internal and external clients in the workplace. It includes handling routine enquiries, following and relaying routine instructions and engaging in workplace discussions.
Addressing Client Needs
This unit describes the skills required to address client needs. It includes assisting clients to articulate their needs, and exercising judgement to resolve client service issues.
Deliver a Service to Clients
This unit describes the skills required to provide service to clients within a prescribed framework. It includes matching client service to needs and delivering client service.