LEARNING BENEFITS

After completion of this programme, the participants should be able to:

• Identify their internal and external customers
• Describe what excellent customer/ client service means to their organization
• Create good first impression
• Identify and demonstrate active listening techniques to accurately assess customer/ client needs and Expectations
• Demonstrate appropriate verbal and non-verbal interpersonal communication skills
• Use telephone and written communication techniques to improve customer/ client relationships
• Handle customer/ client contacts confidently and professionally
• Use a range of ways to deal effectively with complaints
• Handle difficult behaviour.