Advanced Customer Service

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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 with frontline experience in customer service, or who interacts with internal or external customers.
Pre-requisites There are no pre-requisites for this programme.
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 workbook and a memory jogger.
Presentation Method Facilitator-led with highly interactive material, including video examples, exercises and discussion.
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