Service People

Training Solutions

Customers expect more and more. Some are satisfied and others are not. A delighted Customer will talk about you, unfortunately those that are dissatisfied say more and also show their feelings with their feet. Add value to you business and get people talking about you in a positive way.

Customised training courses are developed to meet the specific needs of your group or organisation.

A Productivity Planning Consultant will meet with you to gain an understanding of your needs and will then structure the training program to achieve your goals.

Courses are presented at your premises or externally and are for groups of four or more.

A selection of topics are listed below and these can be expanded to include other topics that you want covered.

Please select the topics that you would like to be included in your Training program.

Communicating
Building instant rapport with the Customer. Overcoming the barriers that impede communication. Essential skills to improve understanding and retention. Listening and questioning skills. Getting it 'right first time'.

Customer Service Skills
The role of the Service person. Understanding the Customer's expectations. Key steps to providing Quality service. Essential communication skills. Handling difficult Customers. Continually Improving the service that you offer.

Effective Telephone Techniques
Using positive telephone habits. The do's and dont's of telephone techniques. Handling incoming calls and enquiries. Getting the caller to the point. Active listening and questioning skills. Diffusing anger and handling difficult people. Planning calls.

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