Suitable For
anyone in a customer facing role of any kind
Course objectives
To give the delegates the necessary skills to deliver excellent customer care and to exceed customers’ expectations.
To practice and perfect good communication skills.
To assess oneself and complete a personal action plan.
Content
What is good customer service?
The right image
Achieving the competitive edge
Communication techniques – listening and questioning skills
Relationship building – rapport and empathy
Accountability and ownership of problems
Managing customer behaviour
Turning complaints into compliments
Optional Modules: Diffusing anger
Assertiveness techniques
Handling negativity
In this workshop participants will be involved in exercises and will also consider how they ‘come across’ to others. They will be encouraged to draw up an action plan for implementation at work.
Duration
One day or two half-day workshops
“Jane was animated and was an enjoyable speaker. Jane was very informative and was able to answer all of our questions”
“Jane is well liked by my team, is always reliable to do a great job and is very flexible in a range of soft skills training. I would not hesitate to recommend Jane to others”