Workshop outline
This workshop teaches participants to describe their responsibilities in providing customer satisfaction and identify the skills/attitudes necessary for building good relations with customers. In addition, they will learn to identify the importance of meeting/managing customer expectations and use those skills in practice sessions for dealing with difficult customer situations.

Workshop content

Introductions and objectives
Explanation of programme outline and the opportunity for participants to identify and share their personal learning objectives
Customer Service
Identifying the need for customer service, who their customers are and their role
Seeing the customer's viewpoint
Personal responsibility for customer relations
Creating the right first impression of themselves and the organisation
Adapting their responses to customers' differing needs, knowledge, etc
Communication
Identifying the power of effective communication in relations with customers
Essential skills/attitudes to build on and develop
Using a solutions-focused approach
Handling difficult customer situations
Putting the guiding principles into practice with feedback in trios/quartets
Controlling difficult conversations using verbal and non-verbal techniques
Personal action planning
Review of course and personal learning points for implementation back in the workplace.