AP026 Essential Customer Service Skills (Face to Face)

Who should attend

Junior customer service looking to enhance their skills
Managers seeking to understand customers service principles
Backroom staff moving to the shopfloor
Novice retail staff looking to improve their skills

What they will learn

Legendary customer service
The costs of getting it wrong
Controlling the voice
Empathy/Sympathy issues
Neuro Linguistic Programming techniques
Customer meta-types
Personality profiling to help understand customer behaviours
Customers needs in a behavioural context
Sophisticated questioning techniques
Self-motivation
Assertiveness techniques
Turning difficult customers into ambassadors
Don’t take it personally
Handling on-floor stress
Maximising your physical wellbeing
Physical presentation: first impressions last
All part of the job: ancillary in-store activities that aid customer service
Maximising a sale
Cross and up-selling opportunities

To find out the price of this course or to get more details telephone 0870 710 2233 or contact us here