Customers are the life blood of any organization and any contact with existing or potential customers is vital to the success of the company. Research has shown that only 10% of dissatisfied customers complain directly to the organization, but, nearly 100% of those customers will pass on their dissatisfaction to others. Direct referrals from satisfied customers are an important part of an organization's business base. In a service-based organization this may even be a primary source of new business. Consequently any staff who have contact with existing or potential customers are a crucial factor in determining the success of the company for whom they work.
This seminar will focus on all aspects of contact with customers both verbal and non-verbal, face to face, on the telephone and by written communication (including e-mails). How to create a welcoming, positive, professional and competent image; how to deal with negative situations and people; dealing with complaints and promoting a positive image.