Customer Service Essentials for the Frontline

British Council Sri Lanka

This is an excellent foundation course for front line staff. It will teach you what customer service is, what customers expect and how to provide it to international standards.

Through role play and interactive exercises you will learn about the SMILES customer service process, and develop a more positive, knowledgeable and professional attitude.

BENEFITS

After this one-day workshop, you will be able to:

take the stress out of handling difficult situations
enjoy your work more
represent your organisation better

LEARNING OBJECTIVES

You can expect to:

have an in-depth understanding of your customers
learn how to use body language and empathy
develop strategies for dealing with difficult customers
use intonation, pausing and emphasis effectively
deliver a successful presentation

COURSE OUTLINE

What is Customer Service?

Why is customer service important?
Who are your customers?
The real cost of lost customers

Customer service cycle

Turning prospects into advocates
Exceeding customer expectations
The SMILES customer service process

S- Set the stage

Creating positive first impressions

M- Make a good start

Building good rapport
Accentuating the positive
Making small talk

I- If I were you

What would make me happy/unhappy?
Empathy
Understanding behavioural styles

L- Look, listen and learn

Non verbal communication
Active listening

E-Explore and agree

Effective questioning
Helping your customer decide

S- Succeed

Reassuring your customers
Making them want to come back

Dealing with difficult situations

Service recovery

WHO THE COURSE IS FOR

This course is for frontline staff and it will enable you to represent your organisation more effectively.

When To be scheduled
from 0900 to 1600
Where Cinnamon Lakeside – Dukes Court 1
Fees
Individual price - Rs. 10,600/- (includes lunch &
refreshments)
At your own
premises - Rs. 99,000/- (up to 20 participants)
This price does not include the
cost of transporting the trainer
to and from your premises

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