This course is aimed at anyone who deals with customers face to face. This includes retail, reception and front-of-house employees, as well as those who visit customers in their own homes or work premises.
The course programme will be tailored for the type of customer interaction you have, thus ensuring that delegates immediately benefit from attending. Immediate changes in behaviour can be observed on their return to the workplace which will be felt and experienced by their customers.
Key stages to the interaction will be:
- 1. the opening of the interaction – vital first impressions which say I am here to help!
- 2. effective interviewing skills to ensure the customers query (and emotion) is correctly identified…..and then addressed.
- 3. taking action – selling the solution in a way that the customer feels happy and committed to your advice.
- 4. check you’ve got it right – before closing the interaction making sure the customer is satisfied with what you have done. This is also an opportunity to check if they have any further questions / queries you can help with.
- 5. closing the interaction positively leaving the customer feeling as though they can come back if they need more help….building and ensuring customer loyalty!
Body language and other non verbal communication is a vital ingredient within each of these stages, and delegates will be able to use non verbal communication to take and keep control of the interaction from start to finish.
You can view a breakdown of the course HERE, or alternatively download details of the course below: