The New Horizons Excellence in Service: Basic Program teaches participants the fundamentals of customer service in both face-to-face and telephone settings. You will learn how to create positive customer experiences that help to build customer loyalty, through your behaviour and choice of words. You will also develop the skills to deal with challenging customers and situations. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure your success.
Target Audience:
This course is a must for anyone in an internal or external customer facing situation and for any organisation that seeks a high retention rate of customers.
Key Participant Benefits:
Helps you become an asset to your organisation by providing tactics and strategies to meet or surpass customer expectations
Builds your versatility for different situations through heightened communication skills
Empowers you with techniques to deal with difficult or problematic situations
Lessens stress by providing skills to de-escalate challenging situations
Key Business Benefits
Helps customer-facing-staff to understand the importance of good service and its role in customer retention
Creates a professional and proactive image for the company
Increases customer satisfaction and retention creating greater potential income for the company
Easier management of staff and customer issues due to increased satisfaction of staff and customers
At Course Completion:
Participants will leave the course with a certificate of attendance and an individualised action plan to help support next steps on return to the workplace. More importantly you will have developed skills and knowledge to:
Employ the elements of good service
Build rapport with customers
Interpret non-verbal communication
Maintain a positive attitude
Provide quality customer service over the telephone
Communicate effectively through e-mail
Deal effectively with customer complaints and problems