Customer Service & Handling Complaints
Allstar Training working in partnership with Switch Direction
Overview
This one-day session will help individuals focus on the importance of customer service with a focus on:
- Meeting and greeting the customers
- Finding out and delivering customer expectations
- Quality of experience
- Creating opportunities to sell drinks during service
- The basics of good customer service and sales
Course Content
What is Customer Service? (1 hour presentations)
- First Impressions with Personal Brand and Professional Standards
- The Science of Persuasion
- Customer Service Strategy
- Features and Benefits
- The G.I.F.T.S. theory
- Communication
- Active Listening Skills
- Questioning Skills
- Building Rapport and Trust
- Improving your approach with lasting Impressions
- Handling Customer Complaints
- Don’t take it personally!
- Offering solutions
- Applying your learning to work
Duration
1 Day
