| Short Description |
Provide experienced staff with additional skills that will allow them to provide professional customer service on a consistent basis with the aim of consistently exceeding customer expectations. |
| Duration |
1 Day |
| Who Should Attend |
Any person with frontline experience in customer service, or who interacts with internal or external customers. |
| Pre-requisites |
There are no pre-requisites for this programme. |
| Key Subject Areas |
- Identify professional qualities in service providers.
- Customer types and what they expect in the way of service.
- Your service attitude.
- Communication and can-do language.
- Internal customer - support and commitment.
- Developing customer loyalty.
- Identifying and handling customer concerns.
- Developing a customer service profile.
|
| Learning Outcomes |
- Help them to understand 'how and why' their role is important.
- Empower them with techniques to turn all good and bad customer service scenarios into gold.
- Give them strategies to turn problem, angry and difficult customers into happy ones.
- Enable each person to complete a self-analysis of their service attitude and skills, to build empathy.
- Identify the four levels of customer expectation.
- Show them how to achieve great first impressions.
|
| Certification |
Following successful completion of the KiwiHost Advanced Customer Service workshop, participants will receive an internationally recognised KiwiHost certificate. |
| Materials Supplied |
Each participant will receive a workbook and a memory jogger. |
| Presentation Method |
Facilitator-led with highly interactive material, including video examples, exercises and discussion. |