About This Course
Course Modules
The Welcome Experience
First impressions are lasting impressions. Learn how to create a welcoming environment that immediately puts customers at ease. Cover topics including greeting protocols, professional appearance, creating comfortable waiting areas, and how to handle walk-ins versus appointments. Includes best practices from hospitality and retail.
Active Listening Skills
Develop the ability to truly understand what your customers need. Master techniques for paraphrasing, clarifying questions, non-verbal acknowledgement, and managing distractions. Learn how to identify unstated needs and hidden objections that can make or break a customer relationship.
Handling Complaints with Confidence
Transform complaints into opportunities. Learn structured approaches for de-escalation, the LEARN model (Listen, Empathise, Apologise, React, Notify), when and how to escalate issues, and how to follow up effectively. Understand the legal framework around consumer rights in the UK.
Going Above and Beyond
Discover what separates good service from exceptional service. Learn about personalisation strategies, proactive service techniques, service recovery actions, and how to create "wow" moments that customers remember and share. Includes a personal action plan for implementing these strategies in your workplace.
Course Details
- Duration: 4 weeks
- Level: Beginner
- Modules: 4