Approach

Designed for anyone involved in delivering excellence in customer service. Our approach is to balance a strong process (DOOR Model of Service) with the mindset, skills and behaviours that produce outstanding results.Everything we do is participative and interactive. There will be work in pairs, small group work, processes and exercises designed to stimulate, challenge and develop people's knowledge and skills.

Topics

Customer Centered

Building Rapport & Trust

Customer Needs & Expectations

Service Delivery

Continuous Improvement

Training Objectives

At the end of the programme you will be able to:
1. Understand and implement the DOOR Model of Service Excellence.
2. Build rapport and overcome the barriers that prevent it.
3. Develop your communication with customers.
4. Use questions to elicit your customers requirements.
5. Continuously improve the service you provide

Duration

One Day