Course objectives
To understand the basics of high quality customer service.
To emphasise the importance of good communication skills.
To understand our internal customers’ needs and expectations.
Content
What is customer service?
The right image
Getting it right first time – the benefits
Communication techniques – listening and questioning skills
Relationship building – rapport and empathy
Accountability and ownership of problems
Managing customer behaviour
Delivering bad news
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”