PTT – CUSTOMER SERVICE ESSENTIALS

  • September 3, 2015 /

ptt - Customer Service Essentials

The Customer Service Essentials workshop covers basic interpersonal skills required in customer-facing interactions and roles.

Participants will learn to differentiate good customer service from bad customer service and will gain an understanding of customers’ perspectives and needs, particularly from the viewpoint of their typical customer.

Participants will also learn skills in building emotional rapport and positive relationships with others, asking questions to identify needs, as well as strategies for identifying and resolving concerns that a customer might have.

The learning outcomes from attending this program will include the ability to:

• Make a strong first impression when welcoming customers
• Build emotional rapport and trusting relationships with each customer
• Ask meaningful questions to uncover and understand a customer’s situation and/or needs
• Recommend a solution that best meets the customer’s needs
• Obtain the customer’s commitment to action the recommended solution
• Identify and resolve any concerns the customer might have
• Finish the interaction with the customer on a positive note

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The Customer Service Essentials workshop covers basic interpersonal skills required in customer-facing interactions and roles.

Participants will learn to differentiate good customer service from bad customer service and will gain an understanding of customers’ perspectives and needs, particularly from the viewpoint of their typical customer.

Participants will also learn skills in building emotional rapport and positive relationships with others, asking questions to identify needs, as well as strategies for identifying and resolving concerns that a customer might have.

The learning outcomes from attending this program will include the ability to:

• Make a strong first impression when welcoming customers
• Build emotional rapport and trusting relationships with each customer
• Ask meaningful questions to uncover and understand a customer’s situation and/or needs
• Recommend a solution that best meets the customer’s needs
• Obtain the customer’s commitment to action the recommended solution
• Identify and resolve any concerns the customer might have
• Finish the interaction with the customer on a positive note