Course Aims

• Identify why customer service is so imperative to your organisation's mission
• Establish key principles 
• Recognise the need for a service culture
• Differentiate between customer service and the 'customer experience'

Course Objectives

• Establish who your customers are plus key elements of good communication
• Consider why you should maintain personal and professional boundaries
• Consider the implications (negative impact) of poor customer service
• Discuss ways to manage common customer service situations 

Course Programme

• Introductions and housekeeping
• Hopes & Anxieties
• Vision, Mission, Values, Strapline
• Who are your customers?
• What is Customer Service?
• Communication with the customer
          Building Rapport
          Body Language & Comfort Zones 
          Words & Language
          Questioning Style
          Active Listening 
          Empathy
          Dealing with aggression
• Personal & Professional Boundaries
• Personal Impact
• Scenarios