 | Projecting
a positive personal and corporate image – ambassadorship |
| Maintaining
confidentiality and meeting the organisations code of conduct |
| Knowing
what makes customers satisfied or dissatisfied and how to overcome negativity |
| Face-to-face
contact with the customer |
| The
importance of good professional communication skills |
| Adopting
different approaches for a variety of situations and environments |
| Delivering
services/products to the customer using a ‘personal’ approach and ensuring the
service/product meets their needs – customer focus |
| Understanding
the importance of body language |
| Knowing
and understanding your customers, gaining their trust and maintaining loyalty |
| Creating
a positively memorable service experience for the customer, e.g. they leave you with a feeling
of satisfaction, respect & a clear understanding of the process/outcome |
| The
importance of treating colleagues as customers |
| Turning
around customers dissatisfaction and complaints, while following the ‘Complaints Procedure’ |
| Saying
‘no’ constructively and giving bad news in a non-confrontational way |
| Recognising
potentially difficult situations and preventing them from arising |
| Really
listening, gaining understanding, showing empathy and building rapport with customers &
colleagues |
| Maintaining
professionalism by communicating confidently and calmly under pressure and saying things in the
right way |
| The
importance of recording and following-up agreed outcomes |
| Understanding
assertiveness and using it as a means to think and communicate to achieve the desired outcome |
| Consequences
of good/bad service experiences |
| Managing
your own responses – fear, anger, frustration and anxiety |
| How
to handle different types of ‘difficult’ customers, e.g. arrogant, persistent, angry,
aggressive, patronising, demanding, etc. |
| Ability
to handle customers with courtesy, enthusiasm, empathy and friendly efficiency |
| Establish
effective rapport with customers and colleagues |
| Increased
benefits to the individual and the organisation by turning around difficult customer situations |
| Improved
confidence, management of responses and the ability to communicate assertively |
| Maintain
professionalism whilst under pressure |
| Ability
to deal with customers that have a complaint with empathy and understanding |
| Improved
relationships with colleagues |
| To
recognise potentially difficult situations and prevent them from arising |
| Understand
the different types of customers and their changing needs |
TRAINING
& EMPLOYMENT SERVICES
