07766123895
m_goldsmith@btinternet.com

Customer Care

Designed for anyone in a front facing role

AIM

All the skills that every employee must master if they are working with customers

How to avoid embarrassing customer service problems

How to hold important conversations

The 15 key skills that matter

1. Patience

2. Attentiveness

3. Clear Communication Skills

4. Knowledge of the Product

5. Ability to Use “Positive Language”

6. Acting Skills

7. Time Management Skills

8. Ability to “Read” Customers

9. A Calming Presence

10. Goal Oriented Focus

11. Ability to Handle Surprises

12. Persuasion Skills

13. Tenacity

14. Closing Ability

15. Willingness to Learn

METHOD

Presentations

Workshop activities

Information sharing

Hand outs

Role plays