| Short Description |
Provide experienced staff with additional skills that will allow them to provide professional customer service on a consistent basis with the aim of consistently exceeding customer expectations. |
| Duration |
1 Day |
| Who Should Attend |
Any person who has previously completed KiwiHost Key Service Skills or some other introductory customer service training. Participants should have had at least one year of frontline experience in customer service. |
| Pre-requisites |
Previous customer service training or at least one year of frontline customer service training. |
| Key Subject Areas |
- Identify professional qualities in service providers.
- Customer types and what they expect in the way of service.
- Your service attitude.
- Communication and can-do language.
- Internal customer - support and commitment.
- Developing customer loyalty.
- Identifying and handling customer concerns.
- Developing a customer service profile.
|
| Learning Outcomes |
- Help them to understand 'how and why' their role is important.
- Empower them with techniques to turn all good and bad customer service scenarios into gold.
- Give them strategies to turn problem, angry and difficult customers into happy ones.
- Enable each person to complete a self-analysis of their service attitude and skills, to build empathy.
- Identify the four levels of customer expectation.
- Show them how to achieve great first impressions.
|
| Certification |
Following successful completion of the KiwiHost Advanced Customer Service workshop, participants will receive an internationally recognised KiwiHost certificate. |
| Materials Supplied |
Each participant will receive a 36 page workbook, a Memory Jogger and the instantly recognisable KiwiHost badge. |
| Presentation Method |
Facilitator-led with highly interactive material, including video examples, exercises and discussion. |