Customer Service Excellence in a Changing Environment
Customer service excellence for demanding customers, with fewer staff and resources, is just one of the challenges facing organisations in these turbulent economic times.
Customer Service Excellence in a Changing Environment helps organisations meet this challenge head on.

Course Overview
Customer Service Excellence in a Changing Environment includes:

• The four levels of customer service
• Achieving customer service excellence by differentiating ‘OK’ service and ‘Great’ service
• The key impression points, projecting a professional image
• Leverage opportunities to excel and strengthen a customer relationship
• The Behaviour iceberg – know what is happening above and below the surface when interacting with customers
• Understand and manage the nine types of difficult and challenging behaviours
• Learn how to say NO when you cannot say YES
• Keep yourself in peak emotional and professional condition

Duration
Customer Service Excellence in a Changing Environment is delivered in one-day.