COURSE DESCRIPTIONS:

 

Please click here for course summary, dates, costs and link to Eventbrite to reserve your place(s)

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Successful Complaint Handling & Customer Resolution

A half-day session, giving delegates the tools and confidence to resolve complaints. Successful resolution of complaints ultimately generates greater loyalty from customers.

• Understand ‘Why Customers Complain’
• Managing Customers expectations
• Telephone and face to face complaints
• Empathy and understanding - How behaviours can help or hinder
• Set guidelines for successful resolution
• Build confidence in the process

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Delivering Consistent & Outstanding Customer Service

Suitable for all customer-facing staff in all business sectors, who want to build their customer service skills and for business owners who understand the importance of their team members as the ‘Window to their Business’

• What is good customer service?
  • The fundamentals of good ‘customer service’
  • How your behaviour affects customers
  • Telephone/email etiquette
  • Image – how to make a great first/last impression
• The importance of your role – building the team
• How to build a lasting relationship with your customers.
• Your business - what gives you ‘the edge’ over the competition
• How to ensure your customers return
• Handling conflict
• Importance of company values and brand standards - values can be implemented during training, if the session is allocated to one company
• Social media – the importance of getting it right!
• Know and be proud of your city – training can be combined with ‘mapping out Manchester’
• The ‘WOW’ factor

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Receptionists & Front of House – The Window to your Business

As the face of the organisation, understanding the importance of your role as the ‘Window to the Business’ Suitable for hotel front of house and customer facing team members and new receptionists who want to learn best practice receptionist skills, experienced receptionists who want to refresh their skills and temporary staff who support the role.

• First Impressions
• Telephone manner and etiquette
• Meeting and greeting visitors and customers
• The importance of your environment and responsibility
• Multi-tasking
• Communication and Customer Service Skills
• Handling conflict – internal/external customers

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The Art of Networking & Building Self-Confidence

A half-day session, giving delegates the tools and confidence to interact with others, to exchange information and develop professional and business contacts.

Customer facing staff, managers and supervisors, who have to meet new and existing customers in order to promote, retain and win new business.

• First Impressions
• How to enter a room with confidence
• Elevator Pitch
• Developing the ‘relationship’
• Social Media

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Kick Start Customer Service & Sales Techniques

One day introductory workshop delivering core customer service and sales techniques to use back in the workplace, improving both the overall approach to service delivery, improving feedback from guests and developing selling skills to win more business.

Suitable for all customer facing team members who want to build their customer service skills and develop their sales techniques.

Customer Service – back to basics

• First and last impressions matter – image & behaviour
• Written & verbal communication – internal & external customers
• Living the ‘Values’ – build on the Brand
• Conflict recovery
• How to WOW your customer – above and beyond

Sales Techniques

• Positive communication to deliver a more “can do” approach to guests
• Effective questioning and active listening to understand what’s important
• Differentiating against the competition
• Using features and benefits to highlight what you do best
• Closing the call and agreeing next steps to convert more business
• Overcoming objections and queries

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Please click here for the course summary including dates & costs