Key Service Skills

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Short Description Keep customers loyal when you empower your staff with core customer service techniques and a 'Can Do' attitude from KiwiHost.
Duration 1 Day
Who Should Attend All staff who have recently entered customer service positions and who have not attended any other customer service training. The programme is also suitable for mature people who whilst involved in customer service, have little awareness of professional customer service concepts.
Pre-requisites There are no pre-requisites for this programme.
Key Subject Areas
  • Identifying your customers and their expectation.
  • How we communicate effectively.
  • Mystery shopping exercise.
  • Greeting and making conversation.
  • Active listening techniques.
  • Why we lose customers.
  • Handling difficult customers.
Learning Outcomes
  • Communicate effectively.
  • Understand that the customer is the lifeblood of the company.
  • Avoid assumptions and change customer perceptions for the better.
  • Give the customer a quality experience and demonstrate how that benefits everybody.
  • Meet, greet and remember names and faces.
  • Listen actively and ask open questions.
  • Handle complaining customers and solve service related problems.
  • Recognise who the customer is, both internally and externally.
Certification Following successful completion of the KiwiHost Key Service Skills workshop, participants will receive an internationally recognised KiwiHost certificate.
Materials Supplied Each participant will receive a 32 page workbook.
Presentation Method Facilitator-led with highly interactive material, including video examples, exercises and discussion.
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