Course Content

Participants will acquire essential tools, skills and methods; discuss specific

organisational issues; and identify areas for improvement. They will discover how to:

• Achieve excellence in a customer-focused organisation.

• Work against key business indicators

• Establish the standards, competences, systems and skills that make every customer, both internal and external, feel special and valued—the need to want to come back

• Make customers feel welcomed and cared for at every contact

• Use skills for questioning and listening effectively and to enhance an understanding of what customers really want and expect

• Make every customer feel like your most important customer

• Serve customers efficiently and develop a reputation for reliability

• Understand and manage customer relationship

• Conflict resolution

• Turn problems into opportunities – for either sales or greater customer satisfaction.

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