First Impressions

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Short Description To provide participants with some basic understanding of what customers require in the way of service and offer techniques that will assist them to meet their customers’ needs.
Duration 1/2 Day
Who Should Attend All front line staff that are in a face-to-face sales or service situation where they have the opportunity to satisfy guest or customer needs. Appropriate both for staff new to a sales role and as a refresher for more experienced staff.
Pre-requisites There are no pre-requisites for this programme.
Key Subject Areas
  • Identify why customers patronise an organisation.
  • Understanding the significance of good service.
  • Fellow workers are customers as well.
  • Attitudes and body language as part of communication.
  • Dealing with different types of customers.
  • Looking at and liking ourselves as a requirement of customer service.
  • The value of listening and asking open questions.
  • Putting the skills to work.
Learning Outcomes This workshop will enable the participant to:
  • Recognise their own part in increasing the profitability of the company.
  • Appreciate the value of the memorable first impression.
  • Recognise the impact that good customer service has on the organisation.
  • Have increased self confidence and self worth.
  • Be confident in greeting customers in a genuine, warm and welcoming manner.
  • Understand that customers value honesty, courtesy, openness and fair play.
Certification Following successful completion of the KiwiHost First Impressions workshop, participants will receive an internationally recognised KiwiHost certificate.
Materials Supplied Each participant will receive a 24 page workbook.
Presentation Method Facilitator-led with highly interactive material, including video examples, exercises and discussion.
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