4. Module 1 Introduction to Customer Service What is service Why is it important Identifying customer needs Module 2 Effective Communication Skills Ineffective Communication skills Questioning and listening techniques Telephone Techniques Content

5. Module 3 Presenting a positive professional image to customers Presenting a positive attitude and image Identifying and using appropriate body language Module 4 Handling Customer Complaints Resolving Customer Problems Resolving difficult customer situations Handling complaints positively Content continued

44. Someone who makes things happen? Someone who watches things happen? Someone who wonders what happened? Attitudes – who are you??

45. Negative thinking I’m trying to do my paperwork lets hope he is dealt with soon Oh No – it’s Mr Jones again If I keep looking at the screen someone else can deal with him He can be so difficult and demanding

46. Positive thinking Wouldn’t it be great if everyone was like her Oh - it’s Mrs Evans - haven’t seen her for a while It’s a pleasure to deal with her She’s always got a smile for everyone

63. Listening Actively show you are listening Empathy Show that you do care and are concerned Agreeing on Common Ground Find something to agree with Calming customers

69. www.hab.org.uk Hospitality Awarding Body 2 nd Floor, Armstrong House, 38 Market Square Uxbridge, Middlesex UB8 1LH telephone 0870 060 2550 fax 0870 060 2555 [email_address]