Customer Service and Complaints

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4 hours

Cover essential customer service skills plus take a deeper dive into handling different customer types and ensure both new and existing team members all have the same level of training.

Course Details:

Let’s face it. Most businesses today have competition. Customers are spoiled for choice and can pick and choose based on a number of factors. So, how do you stand out from the crowd and get more eyes (and hearts) on you?

Cover essential customer service skills plus take a deeper dive into handling different customer types and ensure both new and existing team members all have the same level of training.

 

Course content

Customer service skills 

Types of customers

Nature of complaints

Handling complaints

Listening skills

Body language

 

Who can attend the course

  • No prerequisites, anyone who is interested in the subject and is over 16 years of age.

 

Course outcomes

Define customer service and break it down to its most basic dimensions

Explain the critical link between ‘attitude’ and ‘technique’ in order to consistently deliver an excellent level of service

Use a variety of tools such as ‘gap analysis’ and ‘RATER’ to provide a level of service that is second to none

Analyze basic behavioral patterns of different customer personalities and the best way to deal with them

 

What course could I progress onto      

Staff motivation and development.

Sales, marketing and social media   

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