Introduction
Make each service transaction count! Turn each customer interaction int an opportunity to build loyalty. Strengthen each service encounter so that your customers walk away gratified and impressed.

Course Objectives
Participants will learn to:

• Build self-confidence to communicate effectively
• Use positive service language to foster mutual respect and understanding with the customers
• Synchronise body language to the service language to project a positive and responsive image
• Listen effectively and empathetically to gain a complete and accurate picture of customer needs
• Identify customer types and respond accordingly to establish and build relationships
• Use listening and questioning strategies to ensure understanding of customer needs
• Close transactions in a manner that will accentuate the positive communication climate
• Turn difficult customers into loyal customers
  

Who will benefit
This course is designed for frontline staff such as clinical assistants whose job involves regular interactions with customers

Methodology
Your clinical assistants will learn through role plays of their actual work situations, video playbacks and critiques. They will learn to craft and practice the approaches and responses appropriate for their situations.