Customer-centric Service Skills & Attitude

Upon completion of this course, participants will be able to:

• Moments of Truth – understanding our responsibility for the customer journey and experience
• The Levels of Effectiveness – creating resilience and consistent performance
• Critical personal measures for sustaining high quality interaction – your personal brand
• The chain of responsibility – respecting the part we play
• The 3 levels of service – using our personal power appropriately
• Why complaints are gifts – the 5 Steps to effectively managing client complaints
• The concept of “coffee stains” – customer-centric language and vocabulary
• Dealing with difficult behaviour – keeping your cool, delivering bad news
• Troubleshooting problems and identifying solutions
• What is a service review and why are they so important to the future relationship?