CUSTOMER SERVICE COMMUNICATION
Summary:
This programme explores the toolbox of ideas and communication skills needed to add value and build strong, enduring customer relationships. The course also offers valuable ideas and strategies for dealing with complaints and making disappointed customers happy again.
Who should attend?
Customer service professionals and people who want to establish and develop strong, constructive relationships with both external and internal customers.
Learning objectives:
Course Topics:
This programme explores the toolbox of ideas and communication skills needed to add value and build strong, enduring customer relationships. The course also offers valuable ideas and strategies for dealing with complaints and making disappointed customers happy again.
Who should attend?
Customer service professionals and people who want to establish and develop strong, constructive relationships with both external and internal customers.
Learning objectives:
- Recognise and express customer service values
- Understand the customer perspective
- Create great customer experiences
- Use communication skills to build rapport and trust
- Confidently handle complaints and difficult customers
- Use questioning to identify customer needs
Course Topics:
- Active listening in a customer service role
- Cycles of service and moments of truth
- Internal customers
- Overcoming communication barriers
- The importance of non-verbal communication
- Staying calm, professional and accountable
- Dealing with angry customers
- Using complaints to build better service
COURSE DETAILS
FORMAT
This is a focussed, in-house programme delivered in a way designed to best meet the training needs and/or work patterns of your staff, members or clients. It will include trainer input and group discussions built around a number of interactive and structured exercises.
DURATION
1 to 2 days depending on the experience and knowledge level of the trainees and the amount of interactivity required. May be split into shorter modules.
COST
The cost of training depends on the length of the programme, the number of participants, the level of pre- and post-course support required and the choice of training venue. Please enquire to receive a costed proposal.
YOUR NEXT STEP
Please use the ENQUIRY FORM below to ask a question or contact us directly via the CONTACT US page to discuss your training needs.
This is a focussed, in-house programme delivered in a way designed to best meet the training needs and/or work patterns of your staff, members or clients. It will include trainer input and group discussions built around a number of interactive and structured exercises.
DURATION
1 to 2 days depending on the experience and knowledge level of the trainees and the amount of interactivity required. May be split into shorter modules.
COST
The cost of training depends on the length of the programme, the number of participants, the level of pre- and post-course support required and the choice of training venue. Please enquire to receive a costed proposal.
YOUR NEXT STEP
Please use the ENQUIRY FORM below to ask a question or contact us directly via the CONTACT US page to discuss your training needs.