This important module demonstrates the importance of setting standards of performance to ensure that all customers are made to feel Welcome: Important: Understood and Comfortable.

In this module all team members will put the new standards into action when answering the telephone in a variety of scenarios and learn how to create a great first impression every time they pick up the telephone.

Serving the internal customer: Here team members accept personal responsibility for "making things happen" and adopt an attitude of "IF IT IS TO BE, IT IS UP TO ME".

Communication Skills are essential if we are to satisfy the ever increasing demands of modern customers. Participants will learn the basics of communications: What You Say: How You Say It: Body Language:

Show the customer you care by welcoming opportunities to satisfy unhappy customers. Applying the 5 Guidelines in handling a complaint call in this highly interactive module keeps both parties in their comfort zone and regains the Trust and Respect of valued customers.

Customers like to be appreciated, so an important step in S.U.P.E.R.B. Customer Service is to remind customers that they are special by thanking them regularly. The 4 ways to demonstrate appreciation to a customer introduces participants to innovative ideas to show appreciation.

• At the end of this course participants will be able to:
• Set the standards in providing S.U.P.E.R.B. Customer Service.
• Use the telephone to create a great first impression every time they pick up the telephone.
• All team members will learn how to provide S.U.P.E.R.B. customer service to the internal Customer.
• Communicate."what you say - how you say it and body language".
• Handle customer complaints effectively.
• Show Customers that they are valued and appreciated and encourage customers to return willingly, continuously and with a genuine desire to share their business with you.