Half Day
Aim
To provide selected staff with the skills to better relate with their client base, both the retail customer and the production customer.
Content
- What is the difference between customer service and customer care?
- Which has the biggest positive impact on the customer?
- The basics of communication which will assist in dealing with each and every new client
- Meeting and greeting the client
- What is image and the impact this has on the customer
- What questions should we ask our customers so as to better meet their needs?
- The importance of giving customers options or choices
- How to best guide the customer to make the right choice
- Keeping the customer up to date with progress
- Debriefing the customer prior to signing off the job
- What, when and how to escalate a situation
- Closing the transaction