| Short Description |
With a focus on developing professional communication skills via face to face, over the phone and email, this is a workshop that will transform participants relationships with their customers. |
| Duration |
1 Day |
| Who Should Attend |
Anyone who wants to improve their customer relationships, or who would benefit from developing their communication & customer service skills. |
| Pre-requisites |
There are no pre-requisites for this programme. |
| Key Subject Areas |
• Customer needs & expectations
• Building customer relationships: trust, rapport & loyalty
• Communicate professionally: face to face, over the phone, by email & messaging
• Customer service essentials: first impressions, your attitude & body language
• Email effectively: subjects, tone & proofreading
• Difficult customers: why customers complain, identifying the source of challenges & resolving complaints
• Telephone techniques: greetings, tone, and non-verbal communication
|
| Learning Outcomes |
• Identify who your customers are, and recognise their needs & expectations.
• Understand how choosing your attitude can impact a customer’s experience.
• Develop a positive, “can-do” outlook.
• Create a great first impression, every time.
• Become effective and professional in all areas of business communication.
• Resolve customer complaints
• Identify key moments in the customer experience, and provide Service Excellence to each and every customer.
|
| Certification |
Following successful completion of the KiwiHost Service Excellence 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. |