| Short Description |
To provide participants with some basic understanding of what customers require in the way of service and offer techniques that will assist them to meet their customers’ needs. |
| Duration |
1/2 Day |
| Who Should Attend |
All front line staff that are in a face-to-face sales or service situation where they have the opportunity to satisfy guest or customer needs. Appropriate both for staff new to a sales role and as a refresher for more experienced staff. |
| Pre-requisites |
There are no pre-requisites for this programme. |
| Key Subject Areas |
- Identify why customers patronise an organisation.
- Understanding the significance of good service.
- Fellow workers are customers as well.
- Attitudes and body language as part of communication.
- Dealing with different types of customers.
- Looking at and liking ourselves as a requirement of customer service.
- The value of listening and asking open questions.
- Putting the skills to work.
|
| Learning Outcomes |
This workshop will enable the participant to:
- Recognise their own part in increasing the profitability of the company.
- Appreciate the value of the memorable first impression.
- Recognise the impact that good customer service has on the organisation.
- Have increased self confidence and self worth.
- Be confident in greeting customers in a genuine, warm and welcoming manner.
- Understand that customers value honesty, courtesy, openness and fair play.
|
| Certification |
Following successful completion of the KiwiHost First Impressions workshop, participants will receive an internationally recognised KiwiHost certificate. |
| Materials Supplied |
Each participant will receive a 24 page workbook. |
| Presentation Method |
Facilitator-led with highly interactive material, including video examples, exercises and discussion. |