Service Excellence

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Short Description With a focus on developing professional communication skills via face to face, over the phone and email, this is a workshop that will transform participants relationships with their customers.
Duration 1 Day
Who Should Attend Anyone who wants to improve their customer relationships, or who would benefit from developing their communication & customer service skills.
Pre-requisites There are no pre-requisites for this programme.
Key Subject Areas • Customer needs & expectations
• Building customer relationships: trust, rapport & loyalty
• Communicate professionally: face to face, over the phone, by email & messaging
• Customer service essentials: first impressions, your attitude & body language
• Email effectively: subjects, tone & proofreading
• Difficult customers: why customers complain, identifying the source of challenges & resolving complaints
• Telephone techniques: greetings, tone, and non-verbal communication
Learning Outcomes • Identify who your customers are, and recognise their needs & expectations.
• Understand how choosing your attitude can impact a customer’s experience.
• Develop a positive, “can-do” outlook.
• Create a great first impression, every time.
• Become effective and professional in all areas of business communication.
• Resolve customer complaints
• Identify key moments in the customer experience, and provide Service Excellence to each and every customer.
Certification Following successful completion of the KiwiHost Service Excellence 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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