Customer Services

By: Taylor Mason Training  15/09/2011
Keywords: communication skills

Aims: This customer service training is designed for any member of staff whether existing or new to handling, selling to, or dealing with customers. The course will teach the delegates the right and wrong of delivering exceptional customer care to your clients. It will enhance their skills in communication techniques, handling difficult situations and will teach them how to project a professional and positive image. At the end of the customer care course the delegates will have the underpinning knowledge and skills to fully understand how to: Successfully communicate with your customers Create a lasting impression, ensuring your customers come back to you first Understand the value of customers to your organisation Deliver exceptional customer care Handle difficult customer situations Do what they say they are going to do, to keep customers satisfied Pre-Course Work: No pre course work is required for this customer service course, however the course will be highly interactive and will include scenario based role play and group exercises. Proposed Course Outline: During this interactive, linked and practical customer service course, the delegates will cover: Projecting the right first impression - the 3 second rule Positive steps to excellent customer service - what can you do differently Moments of truth in customer service - case studies on poor and exceptional customer service The importance of communication in customer service and how to improve your communication skills Handling complaints, anger and difficult customers professionally Active listening and questioning techniques Talking to customers over the telephone - telephone etiquette - the do’s and don’ts, effective call handling Building rapport with your customers Making the most of your voice, understanding tone How to use body language Barriers to communicating effectively - be assertive not aggressive Making a difference to your customers - manage expectations Identifying your customers and their expectations from your organisation Working in as part of a team to improve the customer experience Duration: This course is delivered over: 1.00 day Public Courses - £225.00 per person In-house Courses - £875.00 per day* All prices are excluding VAT, travel is charged with In-house courses at 40p per mile from our head office.

Keywords: communication skills

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