Developing Good Customer Service

“To deliver exceptional customer service, your staff need to feel important, appreciated and understood. The main reason people resign is because they don't feel valued.”

Introducing an audience to good customer service requires the same energy and enthusiasm that the service giver needs to deliver good customer service.

This course is fun and with discussions, interaction and roll play, the program is highly memorable.

The aim of this program is to make your team more aware of the little things they do, mostly from habit, and the messages they convey to customers. The people skills presented in this program as the ‘Seven Service Skills' go a long way to meeting the needs of customers.

The program objective is to encourage your team to see the value of the Seven Service Skills and be motivated to use them. The aim is to get your team excited and motivated about delivering good customer service.

The program is flexible in its time delivery. The minimum time required is approx: 2 hours. However with a particular industry in mind, a series of longer and specifically choreographed ‘roll-play' situations would be scripted allowing the program to run for a full or half day.

The Seven Service Skills

1. The greeting.

• How do we greet customers?
• How to greet when you're busy?
• What need is being met when we greet people?
• Meet the needs and you'll have a happy customer.  

2. Eye contact.

• So powerful – So important.
• Do we look at people enough?

3. Smile.

• A smile is a two way interaction.
• It's hard to keep on smiling when you don't get a smile back.
• Some people think they're smiling.

4. Listen.

• Listen to the customer or pay the price.
• It takes concentration to listen.
• What customer needs are met when we do listen?

5. Names.

• The power of remembering the names of regular customers.
• How to remember a name.
• The value of name badges for customers and staff.

6. Courtesy.

• Courtesy - recognizing customer needs.
• Courtesy and the rude customer.
• Treating people the way you would like to be treated.

7. Express thanks.

• Discussing various ways and situations where a simple ‘Thank you' can be a powerful expression.

Humour plays an important part in this and in other courses. An enjoyable and pleasant experience is always remembered.

Book Now