Reviewed the criteria for an Effective ‘Customer Service Person’ and identified areas of strength and areas for development.
Recognised the importance of receiving visitors and presenting the right image
Defined the differences between poor satisfactory and excellence in customer care in the customer’s perception.
Agreed the most effective way of processing a call
Practised effective questioning and listening skills.
Recognised the main elements of professional telephone communication.
Described the relative importance of words and voice in communication by telephone and face to face.
Demonstrated their ability to deal with complaints
Recognised the need to ‘own’ the problem
Demonstrated their ability to put into practice the key elements of Customer Care through role play.
Prepared a personal development action plan.
Tuesday 21st December 2021
Tuesday 25th January 2022
Tuesday 8th March 2022
Wednesday 4th May 2022
Thursday 7th July 2022
Wednesday 7th September 2022
Tuesday 15th November 2022