GBS Corporate Training

Creating a Positive CustomerExperience

For any business to succeed providing an excellent level of customer service is vital, not only does this build loyal and returning customers but also increases the level of recommendations you receive. Customer service representatives have a significant impact on how an organisation is perceived by its customers; they build an organisations credibility, reputation and overall success.

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Creating A Positive Customer Experience

Creating a Positive Customer Experience Course Overview

For any business to succeed providing an excellent level of customer service is vital, not only does this build loyal and returning customers but also increases the level of recommendations you receive. Customer service representatives have a significant impact on how an organisation is perceived by its customers; they build an organisations credibility, reputation and overall success.

Describe what good customer service is and how to improve customer satisfaction

Relate this to the enhancement of the organisation’s reputation

List the elements which create a positive impression both on the telephone and face to face

Develop techniques to handle difficult and challenging customer situations in a positive manner

Develop techniques to handle difficult and challenging customer situations in a positive manner

Understand what drives customer behaviour

Increase awareness of the impact own behaviour has on determining outcomes

Develop a personal action plan

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