This session enables every person who has direct contact with either internal or external customers to develop the necessary skills to handle a wide range of customer care situations. It uses several tools and techniques in order to understand how people relate to each other and how to deal with the emotions that occur in difficult situations. Attendees will learn how to maintain a positive and professional relationship with the customer in all circumstances.

• Why bother with customer service?
• Why organisations lose customers
• How much is a customer worth?
• Creating excellent customer service
• Red flag statements
• What customers want
• Creating and building rapport with your customers
• Handling complaints and solving customer problems
• Using an effective influencing style when dealing with customers
• Dealing with difficult customers