| Short Description |
Providing customer service helps a customer, prospective customer or guest to make a wise buying decision. This workshop provides the techniques to effectively carry out this process. |
| Duration |
½ Day |
| Who Should Attend |
Those who work in a frontline face-to-face sales or service position where they have the opportunity to influence a customer or prospective customer’s buying decision.
This workshop comes in two versions
Generic-Business – for those employed in retail or general service business where contact with the customer is of short duration
Food and Beverage – for those working in the hospitality industry such as cafes, bars and restaurants. |
| Pre-requisites |
There are no pre-requisites for this programme. |
| Key Subject Areas |
- Processes and techniques for the meet and greet and the farewell
- The value of knowledge, skills and attitudes in customer service
- Listening and questioning techniques
- How to discover stated and unstated needs and how to exceed the expectations of customers or guests.
- Features and benefits (What’s the difference?), and understanding the customer is only interested in benefits
- How to identify further opportunities that will add value to both the customer and the organisation.
|
| Learning Outcomes |
This workshop will enable the participant to
- understand the importance of gaining knowledge, skills and appropriate attitudes.
- use meet, greet and farewell techniques that will enhance the customer’s visit and encourage return visits.
- use active listening and open questioning to ascertain customer needs.
- identify stated and unstated needs and match product or service benefits to those needs.
- uncover additional opportunities such as ‘add-on’ and other related items.
|
| Certification |
Following successful completion of the KiwiHost Service Sells workshop, participants will receive an internationally recognised KiwiHost certificate. |
| Materials Supplied |
Each participant will receive a 40 page workbook and a Memory Jogger. |
| Presentation Method |
Facilitator-led with highly interactive material, including video examples, exercises and discussion. |