Customer Service Skills

• The business case for serving customers with excellence
• Why customers aren’t always right, but they are always the customer
•  Emotional intelligence is the key to great customer service
  • How the brain of a customer works
• How to amp up your listening skills 
  • Exercise
• How and when to use empathy, apologies and headlining
  • Exercise
• How to convey a professional image, both in person and on the phone
• Do’s and Don'ts to avoid angering a customer 
• The art of handling an angry customer – steps to take, steps to avoid
• Exercise & role play