16 - 20 Jun 2025
Amsterdam (Netherlands)
Hotel : Grand Hotel Amrâth Amsterdam
Cost : 5250 € Euro
Front-line staff is the face of the organization. They represent the company as they have the opportunity to interact with the customers on a daily basis. Their actions promote or demote the corporate interest. the professional image portrayed by front-line staff depends on the quality of their customer service skill.
Organizations need superior front-line customer service skills to compete in today’s customer-oriented environment. Frontline staff should understand and act on customer wants, needs, and expectations. To effectively do this, they need to apply excellent interpersonal relationship skills to communicate effectively with the customer. Interacting with customers is potentially stressful and requires staff with the right attitude and skills for effective communication and high human contact situations.
This course is designed to empower frontline staff to create a positive impression, through effective communication with customers. Ultimately, the organization’s corporate image is enhanced and positive word of mouth increases goodwill toward the organization.
At the end of the course, participants will be able to:
Understand the importance and concepts of customer care
Understand what is excellent customer service.
How to know your customer’s personality and expect his behavior.
Demonstrate communication skills required for excellent customer care.
Comprehend the main communication styles and develop your own style.
Questioning, and Cultivating listening skills
Handle and resolve customer complaints with emotional intelligence
Manage stress that can build up from dealing with difficult customer situations.
How to achieve to loyal customer state to deliver a positive organizational image
The course is aimed at all members of staff working on the frontline who deal with customers on a regular basis.
These include:
Secretaries.
Receptionists.
Cashiers.
Clerks.
Administrators.
Institutional workers who have direct contact with customers and members of the public.
What Is Excellent Customer Care?
How well does your organization communicate the importance of customer service?
Good and not-so-good practices in customer care from personal experience
Internal and external customer expectations
The features of excellent customer service
Barriers to excellence
The principle of UPOD
Quality of customer service
The benefits of providing excellent customer service
How to use customer service to promote customer loyalty
Case study: The best and worst customer service experience
The WOW Factor: Going the extra mile…and then some!
First impressions: What do your customers see and hear?
Understanding your customer
Customer Personalities and Profiles.
Six personalities that lead to conflict and how to deal with them
Understanding and working with different customer styles
Practical exercise: What is your personality type?
The Customer’s Body Language:
The different aspects of body language
Identify head movements that indicate someone’s communication channel
Distinguish postures that indicate someone’s communication channel.
The Customer’s Vocal Characteristics
Classify vocal characteristics of visual speakers
Recognize vocal characteristics of auditory speakers
Practical Exercise: Evaluate customer scenarios to determine the best approaches
Customer needs wants, expectations, and perceptions
Module 2: Communication Skills
Communication Styles
Four main communication styles
Analysis of own preferred style(s)
Achieve good communication
Things to avoid in communication
How this applies to each delegate's role
Communicating With the Customer
How do my customers see me?
Barriers to good communication
Communication breakdown, how to avoid it
Questioning skills
Helpful and unhelpful phrases
Importance of preparation, documentation
The importance of listening to customers
Listening skills and non-verbal communication
Practical exercises: listening
How to improve listening skills
Recognize visual auditory and kinesthetic words
Practical exercise: scenarios to determine best approaches, and evaluate responses of the participants
Module 3: Customers Handling and Challenging Customers
Handling Customers
Owning & Managing the Front Desk
Receiving & Handling Customers
Poise, Appearance & Comportment Emotional Intelligence/Self Awareness
Managing Difficult Customers with self-control, and patience and improving your emotional skills
Developing Telephone Etiquette
Professional Attitude & Behavior
Elocution & Diction
Toxic Traits to Avoid
The Challenging Customer
How to pace a customer
Stress and time management
Leading customers to a more resourceful state
Practical exercise: Evaluate customer scenarios to determine the best approaches and understand why conflict occurs in customer interaction.
Module 4: Building customer loyalty
Communicating the importance of customer service?
The role of frontline staff
Organization image
Behavioral aspects of services and service delivery
Practical Exercise: What is the loyal customer, and how to reach that stage?