MAKING EXCELLENCE A HABIT
Delivering Service Excellence covers essential customer service skills so staff can deliver world-class standards of service on a consistent basis.
This Luxury Services Course is aimed at those organisations who are looking to improve their customer focus and develop their customer culture by working towards the Customer Service Excellence Standard. The "Making Excellence a Habit Workshop" teaches customer service professionals critical skills in the areas of professionalism, communication effectiveness, service recovery techniques, and stress management principles.
THE WORKSHOP COVERS:
COMMUNICATION SKILLS: Active Listening, Questioning Skills to Identify a Customer’s Expectations
BODY LANGUAGE: How to Read Your Customer like a Book through Non-Verbal Communication
EYE CONTACT ETIQUETTE: Creating a positive first impression & Wowing the customer
DEMONSTRATING EMOTIONAL INTELLIGENCE: Managing Emotions during Stressful Situations
THE 7 CUSTOMER SERVICE EXPECTATIONS: How to Use Customer Service to Increase Sales
DEALING WITH COMPLAINTS: Steps to Follow for Customer Service Recovery & How to turn complaints into opportunities
FOCUSING ON CUSTOMER SERVICE EXCELLENCE: Maintaining a Positive Mental Attitude - Words and Tones to Avoid
ACTING AS AN AMBASSADOR: Wowing the customer
WHO SHOULD ATTEND:
Frontline Customer Service Representatives (CSR)