Understand the crucial role quality customer service plays in ensuring the company's commercial success.

Discover the importance of creating a positive and professional first impression on phone callers and visitors.

Discuss personal presentation and body language. 

Consider the importance of vocal skills, and how to improve them.

Understand the benefits of asking questions in providing customer service.

Investigate a variety of questioning styles to achieve specific outcomes, including open, closed, theoretical, reflective and 'alternatives' questions.

Employ paraphrasing skills to ensure accuracy of understanding.

Develop listening skills, and look into what creates barriers to our listening, and how to overcome these issues. 

Identify behaviours for building rapport.

Investigate and refine techniques for greeting and transferring callers, and putting people on hold.

Discuss how to take messages, and what information is necessary for maximum effectiveness.

Utilise guidelines for general telephone etiquette.

Realise the impact of word of mouth communication by dissatisfied and delighted customers - the dangers and the opportunity for our business.

Consider the 'long-term value' of the customer, and therefore the cost of poor customer service.  

Understand it takes more than 'satisfaction' to generate customer loyalty.

Consider the distinction between 'service process' and 'service outcome', including tips on improving the customer's experience of both.

Identify the 'Impression Points' of your business, and how to enhance them.

Consider the effects of meeting (and exceeding) customer expectations.

Learn techniques for responding to customers' complaints, upset or anger, to ensure a positive outcome for the customer, and for you.

Recognise what is required for the perception of service excellence.

Adopt a practical process for managing appointments and tasks in a systematic and consistent way.