Customer Satisfaction - one day programme

Are these some of your problems -

   Lost customers?
  Unhappy clients?
  Lost sales?
  Poor staff or colleague co-operation?
   Undesirable corporate image?
  Not knowing what to say or do to give good service?

The Customer Satisfaction programme will give you -
 Successful ways to get co-operation at work
 Successful ways to solve customer problems
 Successful ways to handle complaints and criticism

Objective:  
equip participants to meet the needs of their existing customers/clients and by doing so attract
their repeat business.

Target Group: 
Staff who come into contact with customers and clients through sales,handling complaints, reception,
in person or by telephone.

Modules:
  Customer perceptions of the organisation and presenting the right image
 Establishing a positive attitude to good service
 Listening and questioning to get the right information
 Elements of good service
 Turning customer service into customer satisfaction
  Using the telephone for customer satisfaction
  Business courtesies
 Presenting a good personal image - how you look and how you speak
 Dealing with difficult people and difficult situations
 Informing and explaining
 Strategies for coping with stress

Method:
 The programme will use practical activities to involve participants in experiences and discussion which
will develop existing skills and introduce new approaches.

Evaluation:
Participants can assess progress through self check activities, peer evaluation and private guidance from
the presenter. The evaluate against the objective they set at the beginning of the course.

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