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Description
Learn how to establish effective customer relationships
If YOU deal with customers either face-to-face or on the phone, you're the point of contact between customers and the organisation! It's your approach to customers that ensures, or denies, their satisfaction and determines whether they come back.
The quality of service you provide to your internal customers, like your colleagues or people in other teams, departments etc, is equally important.
This course involves ACTIVELY establishing a relationship where customers feel valued, understood and special. This means looking for ways to provide not only a basic service, but to EXCEED what the customer might normally expect.
Audience
(Currently no course audience information)
Prerequisites
(Currently no course prerequisite information)
Topics Include
By the end of this course, you'll be able to:
- Greet customers effectively face-to-face, or on the phone
- Use appropriate body language when dealing with customers
- Find out exactly what your customers need by asking the right questions
- Use 'total listening' techniques
- Ensure your actions satisfy the customer's needs
- Do the something extra that EXCEEDS customers' expectations
Duration
(Currently no course duration information)
Minimum Requirements
The Management Skills OnLine courses have been specially designed for today's corporate intranets. They make minimal demands on network 'bandwidth' and do not require any special software.
Specification and Minimum System Requirements:
Any desktop PC running an industry standard version 3 or later browser (Internet Explorer and Netscape Navigator)
Monitor with a screen resolution set to 800 x 600 and 256 colours
Written in standard HTML (3.2) and JavaScript (1.1)
Do not require any 'plugins' or special serverside software
Media
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