Understanding Customers

Feeling valued, having their queries handled well, and dealing with competent staff – these are all key factors in customer satisfaction.
Identifying your customers’ needs and expectations will enable your team to deliver a quality service, creating a positive image of your business and increasing customer loyalty.
This course introduces the concepts essential to delivering good customer service, helping you to create better relationships with your customers.

You'll learn how to:

* understand the techniques of assertiveness
* understand why aggressive behaviour doesn't work in the long run
* deal with aggressive behaviour in others
* establish a negotiating position and stick to it

• know how to give and receive criticism

How this course can help your business:

• Retain and enhance your reputation and professional image
• Keep your customers satisfied and ‘earn’ their loyalty to your business
• Win new business through word of mouth from satisfied customers
• Improve profitability through greater efficiency and increased customer satisfaction

Course Code: 100594BT006