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Customer Service – Delivering Great Client Service
Duration:
1 day
Number of participants:
10
Cybele team:
1 trainer for the day
Equipment needed:
Training room large enough to house 10 people comfortably with space for smaller group work and room to move around. Also 2 x flipcharts & paper; projector and screen please.
We will also supply our Digital Voice Coach System.
Programme materials:
Will be supplied by Cybèle including joining instructions for distribution in advance of the programme.
Who's this course for?
People who are already experienced in dealing with client service enquiries and are looking to increase their knowledge and skills with this.
Overview
The aim of this programme is to ensure that staff respond to a client’s needs in a professional and company focused manner, whilst being able to handle stressful situations.
It shows them how to be proactive, take ownership and recognise the importance and benefits (to the client and your business) of efficient and professional management of challenging clients.
We will also include how to communicate effectively to help control the situation and achieve a positive outcome in a professional manner.
Objectives
• Understand what client service really means
• Acknowledge the importance of first impressions given
• Understand how we perceive our clients and how that affects our behaviour towards them
• Choose a from a variety of strategies in order to handle different behaviours
• Describe the child-parent-adult behaviours that are apparent in client relationships and how they can turn these behaviours round to their advantage.