Course Details

EMA Learning

EMA - Auckland EMA 159 Khyber Pass Road, 1023 Grafton, Auckland

Full Day

Understand the importance of providing top quality services to your customers and how to continuously improve so that you remain customer-focused. You will learn to provide high levels of customer satisfaction and to be one of the best performers within your industry.

What you will be able to do
•Communicate positively & confidently with customers
•Understand customers’ needs and expectations
•Defuse difficult situations & manage different customers
•Look for ways to continuously improve your organisation’s customer service
•Increase your customer satisfaction rate
•Understand the importance of follow-up with customers
•Deliver excellent service over the phone
What we will cover
•Identifying and analysing customer expectations
•Meeting those expectations and increasing customer satisfaction
•Using customer feedback to improve your service
•Barriers to effective communication
•Ensuring consistency of service & gaining customer loyalty
•Managing different types of customers
•Diffusing difficult situations
•Listening and questioning skills
Who should attend
• New Customer Service staff
•Current staff who require a refresher

An EMA Learning Tutor