-Explains why good customer service is important. -Explains what really matters to the customer and to your business about the service. -Explains how attitude and behaviours have an impact on customer satisfaction and on your business results. -Identifies key customer service standards and describes how to take ownership to consistently implement these standards. -Explains how to retain customers and the importance of satisfying them. -Identifies and explains the differences between GOOD and GREAT customer service. -Explains the role of team members in providing great customer service. -Demonstrates innovative service skills to generate increased revenue. -Describes how to provide great customer service whilst promoting your company and its products and services. -Explains and demonstrates positive techniques for dealing with customers.
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