Excellence in Customer Relations, Service and Telephone Skills

1. The Role of Communication in Customer Relations and Service Types of Communication – Verbal and Physical How to Achieve Effective Verbal Communication Skilful listening Interpreting what we hear Analyzing your receiver Obtaining feedback Uncovering specific expectations Sending clear messages using plain speech/sound of your voice Having a positive and helpful attitude Sensational telephone skills How to Interpret Physical Communication Understanding body language Recognising clues that may indicate customer wants, needs and expectations 2.Customer Relations and Service Anticipating Customer Wants, Needs and Expectations The five basic denominators of customer wants, needs and expectations The basic four customers needs Customer wants and expectations Satisfying Customer Wants, Needs and Expectations Communicating effectively Constant awareness and sensitivity Common sense Professional behaviour Product knowledge

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