This is an excellent foundation course for front line staff. It will teach you what customer service is, what customers expect and how to provide it to international standards.

Through role play and interactive exercises you will learn about the SMILES customer service process, and develop a more positive, knowledgeable and professional attitude.

BENEFITS
After this one-day workshop, you will be able to:

			take the stress out of handling difficult situations
			enjoy your work more
			represent your organisation better

LEARNING OBJECTIVES
You can expect to:

			have an in-depth understanding of your customers
			learn how to use body language and empathy
			develop strategies for dealing with difficult customers
			use intonation, pausing and emphasis effectively
			deliver a successful presentation

COURSE OUTLINE

What is Customer Service?

			Why is customer service important?
			Who are your customers?
			The real cost of lost customers

Customer service cycle

			Turning prospects into advocates
			Exceeding customer expectations
			The SMILES customer service process

S- Set the stage

Creating positive first impressions

M- Make a good start

			Building good rapport
			Accentuating the positive
			Making small talk

I- If I were you

			What would make me happy/unhappy?
			Empathy
			Understanding behavioural styles

L- Look, listen and learn

			Non verbal communication
			Active listening

E-Explore and agree

			Effective questioning
			Helping your customer decide

S- Succeed

			Reassuring your customers
			Making them want to come back

Dealing with difficult situations

Service recovery

WHO THE COURSE IS FOR
This course is for frontline staff and it will enable you to represent your organisation more effectively.