The first step in implementing a successful customer relations programme is to ensure that all staff understand the vital importance of their role in providing excellent service to both internal and external customers. The second step is to develop skills, confidence and high expectations across all levels of your organisation.

In this highly interactive one-day workshop you will participate in a team building and customer relations programme, which can be implemented to engage staff and improve standards of customer service. The programme covers key aspects of customer service, from first point of contact to the after sales service, including a special section on dealing with complaints and the irate customer.

OBJECTIVES On completion of this course you will be able to:

• Implement a customer relations programme
• Focus on providing high quality service to customers in order to optimise the business relationship.
• Convert customer problems into opportunities
• Know how to provide a firm foundation for the development of accounts
• Analyse all aspects of your organisation’s relationships with its key customers as a basis for future planning.

CONTENT

• First impressions
• Communicating with customers (face-to-face, telephone, email)
• Use your voice and body effectively
• Listen and actively engaging others in constructive dialogue
• Get your message across with confidence
• Concentrate and think on your feet
• Quality and service - helping customers to make the right choice
• Use of assertiveness – a pro-active approach
• Understanding customer moods and attitudes
• Handle difficult customers and complaints effectively
  

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