 |
 |
|
 |
| |
LAHE Redefining the National Youth Service Corps
a proposal
by LAHE |
| |
 |
|
|
 |
|
 |
|
| |
|
|
| CUSTOMER SERVICES |
- Understanding the concept of ‘ownership’ – the importance of mindset
- Why the initial contact is so crucial
- Gaining trust, and making the customer feel valued
- The importance of listening
- Message taking – consistency and reliability
- Understanding customer types – assessing their varying requirements
- Why do customers complain?
- Dealing with difficult customers – how important it is to control emotions
- Questioning techniques – getting to the root of the problem
- Delivering clear explanations
- Responding positively to problems – turning negatives into positives and gaining the customer’s support
- How to say no where necessary, without antagonising the customer
- Practical exercises and analysis throughout the day, with particular emphasis on role-plays in the second half of the workshop
|
|
| |
|
|
