Customer Service
Aims:
Upon Completion of the course delegates willl have an understanding of rapport, the customer's thinking and some of the differences between customer 'types'. Delegates will recognise these different patterns, utilise them and so improve custmer satisfaction.
Prerequisites:No previous knowledge is required
Duration:One day
Fees:Course fees for this particular course will depend on your chosen Training solution. Please contact one of our Advisors for further information and pricing.
PDF Course Download
You can download a PDF version of the course.
Download Customer Service course outline.
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Introduction
- The need for customer service
- What is excellent customer service?
- Who are our customers?
- What's in it for you?
Projecting a Professional and Competent Image
- Effective communication in all situations
- Verbal and non-verbal communication
Understanding Different Personalities
- What is your personal style?
- Self-assesment
- Recognising other's styles
- Communicationg with others styles
Understanding Customer Needs
- Effective Listening
- Questioning Techniques
- Probing
- Summarising the conversation
Handling Complaints
- We need complaints
- Ownership of complaints and problems
- Working with your customers, not against them
- Simple methods of dealing with complaints
Tough Customers
- Staying cool under pressure
- Dealing with conflict
