How You Serve - Not What You Serve! 

 

Who will Through The Customer's Eyes benefit?

 

Experienced customer service personnel who are expected to ‘take that extra step’ and increase their customer service performance – be outstanding!

 

Everyone who serves customers - that is everyone!

 

It is not the aim of this programme to teach fundamental customer service skills and techniques

 

Prerequisite:   All participants must have had formal customer service skills training, be experienced, and understand the aims, and benefits of providing a quality customer service

          

The purpose of this programme is to develop customer-facing personnel with the skills to     deliver empathetic and outstanding service

 

In order to be empathetic it is crucial that service personnel can hear the influencing language

customers use to describe their situation then be able to:

 

·       Find out what the customer’s true enquiry/problem is

 

·       Respond to the unique nature of each customer and their situation

 

            ·       Know what will influence their behaviour for a win/win situation

 

         Attending ‘Through The Customer’s Eyes’ participants will learn how to: 

 

ü      Identify the unique customer needs and recognise what they have to do in order for those needs to be met

 

ü      Be empathetic, build and maintain rapport in a way that they can positively manage customers – regardless of the customer’s behaviour, which may be pleasant, poor, indifferent or worse!

 

ü      Improve their communication and influencing skills

 

ü      Self-manage so that they can achieve and maintain a state of resourcefulness and confidence whenever they choose and understand how the image they project affects and influences every customer interaction

 

ü      Successfully relate to people and create win/win situations with clients and colleagues

 

ü      Enhance their social skills.

   

Your organisation’s continuing success hinges entirely upon a customer’s experience of the service received. Perception is all!

 

If your organisation truly wants to deliver outstanding service - prepare your personnel to see service ‘through the customer’s eyes’, and if you want them to think and behave differently - this programme is to complement and heighten their existing knowledge, skills and competency and accelerate work performance.

 

To discuss, and for full course information:

  

Contact: Brenda Spiller

 

Tel: 020 8582 0366

 Email: brenda@shinetraining.com