What are the objectives of Customer Service Matters?

As a stand-alone course or follow-on from 'Customer Care Matters', this one-day course will enable you to:

•   Understand the principles of customer care and their impact on business
•   Consider the effect of customer retention on profitability
•   Get the best and most out of your customers
•   Review and increase the personal skills required to serve customers
•   Develop the art of assertiveness
•   Consider your attitude and behaviour as sales aids
•   Sell by serving customers

What does Customer Service Matters cover?

•   Sales awareness
•   Buying signals
•   Related selling
•   The psychology of customer service
•   Empathising with customers
•   Dealing with classic customer behaviours - confrontation/anger, low reactors, dominance and warmth
•   Communication skills - speaking, listening, writing
•   Teamwork and customers
•   Personal attitudes and behaviours
•   Managing for success

Who will benefit from Customer Service Matters?

Anyone working in customer service.

Development Report: PIAV

Duration: 1 day

Course fees: dependent on number of people booking, call for details.

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