Sarah Barlow Training & Development customises programs to meet your specific need.
A sample of topics in the area of Client and Customer Service include:
- Identifying customers/clients – internal and external situations
- Setting clear service standards and expectations
- Creating positive first impressions
- The importance of 'knowing your stuff'
- Avoiding verbal 'fire-starters' words and phrase that help situations and words and phrases that harm situations
- Dual focus approach to service – people and behaviours - process and systems
- Creating and developing customer service cultures
- Managing customer/client expectations
- How to say "no" and provide alternative solutions
- Dealing with difficult service situations
- What brain science tells us about dealing with angry and/or upset customers/clients
- Empathy – what is it and why is it important?
- Keeping calm and maintaining equilibrium
- Sales and client management skills
