Introduction – the importance of customer service, the cost of poor customer service, internal and external customers, customer expectations, going above and beyond. How social media can impact on your business and your employment.
Understanding who are your customers. Communication – self-awareness and confidence, politeness, acknowledging needs, positive phrases, body language, communication over the phone. Dealing With Complaints – asking questions, admitting to mistakes, being empathetic, complaints over the phone, e-mail complaints, handling abuse, personal safety, what to do next. Evaluating Customer Service – impact of social media, Birmingham City Councils Code of Conduct.
The aims of this course, learners will: Understand the importance and benefits of having excellent customer service skills. Understand how their body language and listening play an essential role in providing good customer service and be able to adapt their communication to the customer and their needs particularly when dealing with children. Know how to remain professional when providing customer service and when dealing with complaints. Understand the importance of keeping work related content off social media and the effects it can have. Know how to evaluate customer service through feedback and staff training.