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Customer Service
Customer satisfaction is critically important to business success. This course focuses on the core skills and behaviours that people need, to provide the best possible customer service, giving delegates a better understanding of these skills and how to apply techniques for dealing with customer complaints.
The course includes:
- Identifying customer needs and wants and being able to exceed their expectations
- Analysing your own attitude to customers and the impact your behaviour has on your customers
- Core customer service principles and practical customer service skills
- Handling difficult customers more effectively through effective complaint management
Telephone Techniques
This course develops skills that lead to increased confidence, competence, and professionalism. Delegates will learn to recognise the importance of first impressions and appreciate the skills required to manage different callers, paying attention to the management of handling complaints.
The course includes:
- Recognising good and bad telephone behaviour
- Applying the three key stages to professional telephone behaviour
- Dealing with a variety of different callers
- Acknowledge aggressive, assertive, and submissive telephone behaviour
- Taking accurate telephone messages through active listening
- Handling customer complaints
Communication Skills
This course has been designed for any individual who wishes to improve their overall efficiency by understanding the important elements required for effective communication in their workplace, at all levels within their organisation.
This course includes:
- Understanding the five fundamental parts of communication
- Working with different Communication Styles
- The three levels of understanding
- Barriers to effective communication both written and verbal
- Knowing the importance of good listening skills
- The art of summarising
- Appreciation of non-verbal communication