Category
Business Skills
Course Type
Personal Development
Price Per Delegate
£345 +VAT
Public Scheduled Course
Price Per Course
£1,295 +VAT
On-Site at Customer Premises, Max 10 Delegates
Duration
1 Day
Full/Part Time
Part Time
Provider
Book courseThis course is intended for anyone who has regular contact with “customers” in face-to-face situations and would like to understand and improve their service skills.
Objectives:The course will allow delegates to understand their own and others’ behaviour in order that they can engage, interact and communicate with customers and colleagues effectively.
- How Do We See Customer Service
- The Cost of Good & Bad Customer Service
- The Value of Exceptional Customer Service
- The Impact of ‘Word of Mouth’ & ‘Word of Mouse’ Feedback
- The Johari Window
- Creating a Positive First & Last Impression
- The Barriers to Effective Communication
- Overcoming Barriers to Communication
- The Art of Listening
- Effective Questioning Techniques
- The Information Funnel
- Identifying & Exceeding Customer Expectations
- Techniques for Building Rapport
- Building & Maintaining Effective Relationships
- Giving & receiving Information
- Verbal & Non-Verbal Communication
- Why We Lose Control
- Taking Responsibility to Fix the Problem
- Turning Negative Situations into Opportunities
- Angry Customer Types
- Handling Different Customer Types
- Realistic, Honest Solutions
- Agreeing Timeframes
- Problem Solving Techniques
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