The right attitude can be contagious

As consumers we all have an experience of customer service of one sort or another. And it is likely that in some cases it has been very good and in others it has made our blood boil. We know instinctively from the customer’s perspective what makes good service, but when delivering those services things may not be quite so obvious.

With the right skills a good customer service representative can calm an angry customer and turn them into a loyal customer. A good representative can also draw new customers in when they know what they should do and are aware of their own emotional states when dealing with customers.

Knowing what to ask and then paying attention to the answers is deceptively simple but incredibly effective when making a sale or handling enquiries.

Topics covered include

• Understanding what good service is
• Customer expectations
• A positive persona
• Tragic or Magic language
• Effective questioning
• Active Listening
• Leading the dialogue

By the end of this one-day training participants will be able to:

• Explain the impact their behaviour and attitudes have on how customers perceive the
• service they receive
• Adapt service to meet the differing needs and expectations of customers
• Demonstrate confident, constructive and effective communication