Who should attend?
• Management who set the culture of the company that a customer will experience.
• Front of house personnel dealing with the customers or public.
Introduction to the course
How employees deal with customers determines the customer’s perception of an organisation in terms of the level of professionalism, commitment, can-do attitude and how service oriented you are. This in turn determines if they choose you above your competition and their ongoing loyalty to your organisation.
What will participants learn?
- The crucial role of front-of-house staff.
- What do different customers want and how do they view customer service?
- What does my company expect from me? Are there levels of performance and clear guidelines?
- How do I combine these to offer the best service to every customer or potential customer?
- Customer service pitfalls and turn-offs.
- Improving on standards and exceeding expectations.
- Evaluating customer service.
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