Customer Service & Handling Complaints

Allstar Training working in partnership with Switch Direction


This one-day session will help individuals focus on the importance of customer service with a focus on:

  • Meeting and greeting the customers
  • Finding out and delivering customer expectations
  • Quality of experience
  • Creating opportunities to sell drinks during service
  • The basics of good customer service and sales


Course Content

What is Customer Service? (1 hour presentations)

  • First Impressions with Personal Brand and Professional Standards
  • The Science of Persuasion
  • Customer Service Strategy
  • Features and Benefits
  • The G.I.F.T.S. theory
  • Communication
    • Active Listening Skills
    • Questioning Skills
    • Building Rapport and Trust
  • Improving your approach with lasting Impressions
  • Handling Customer Complaints
    • Don’t take it personally!
    • Offering solutions
  • Applying your learning to work


1 Day

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