Service Etiquette and Communication Skills
Loyal customers. They’re the engine of every business. Yet how do companies equip employees to perform their role of winning and retaining customers? Of figuring out customer priorities? Of applying tested strategies to foster enduring relationships? Soft Strength™ Coaching brings companies the right tools to cultivate valued, lasting customers.
This course will bring you benefits as bellows:
Better service awareness;
Improved service quality;
Practical service skills;
Friendly and beneficial customer relations;
Repeat customers;
Better resolution of customer conflicts;
1. Customer Reception Etiquette
Receiving Guests
Greeting etiquette
Introducing etiquette
Guide manners
Seating etiquette
Serving tea
Business Card etiquette
Handshaking etiquette
Farewell
2.Professional Telephone Etiquette
Build Professional First Impression in call
Factors of Phone Quality
Speed of speaking and tone
Phrasing art
Context of phoning
Attitude in phone
Principles of answering phone calls
3.Communicating with customers effectively, and making them more satisfied
Communication barriers
Be responsive
Effective listening and questioning skills
Various forms of customer communication
4.Resolving Customer Complaints and Managing Emotion and Stress
See complaints in a positive view
Deploy our unique process to work with dissatisfied customers
Use effective make-ups to solve the problem
Gain from complaints
Manage stress and keep a good mood
Length: one day, 09:30-16:30
Who will benefit from this course: factory manager, department managers and supervisors, customer service personnel, and others who need to build good relations with customers
Class Size: 25-30 participants
Methods and Features:
1. Every class was conducted in a receptive, respectful and encouraging positive atmosphere;
2. The participants are highly involved in the program and the learning is fun and interesting;
3. By interaction and input, the participants will build their successful experience by applying what they learned.
4. New skills will be developed by practice. |
