Customer Service Training Workshops

Duration

1 day non residential

Overview

Improving levels of service so that each customer feels they are treated as an individual with unique needs rather than just being processed through a system is a challenge! This course looks at how this can be achieved.

Who will the course benefit?

Anyone who is responsible for delivering customer service to their customers and is looking to improve the service they provide.

Course Objectives

By the end of the workshop to enable delegates to: Understand the impression that they create with their customers: Identify different ways of creating rapport with customers: Control conversations to gather information and provide solutions in an appropriate manner: Calm angry customers down by showing a thorough understanding of their situation through the use of positive language.

Skills Gained

Enhance their current ability to provide customer service to their own clients. Identify numerous options and ways of handling customers effectively. Build on their current levels of knowledge and experience.

Content Introduction

  • What impression do you leave your customers with and why?

  • What impression do you have of them and why?

  • How effective are you at really listening and engaging with the customer?

  • Define passive, aggressive and assertive behaviour.

  • How assertive are you?

  • The call structure Preparation, introduction, establishing needs, providing the solution, close and reflection.

  • Effective ways of handling objections, criticisms or complaints.

  • Review and close