CUSTOMER SERVICE TRAINING
Professional customer service staff, are essential to any organisation. They are the first people that customers or potential customers will speak to. They hold the key to the company image. They have a major impact on the reputation of the entire organisation
OVERALL AIMS
We will work with your staff, aiming to:- Create a lasting impression of your organisation as one that delivers first class, top quality service to all its customers.
- Ensure that your organisation provides an image of professionalism and care to all its stakeholders.
- Ensure that everyone in your company manages customers professionally and competently in a friendly and welcoming manner.
TOPICS
The following are topics that can be selected from, depending on your individual requirements.
- Providing a professional company image.
- Handling every customer and potential customer efficiently and professionally.
- The importance of applying exceptional customer service to internal customers as well as external customers.
- Creating a positive, confident and lasting impression of the organisation by speaking on the telephone in a clear and concise manner at all times.
- Dealing with enquiries and orders over the phone and face to face effectively and in a positive and constructive manner.
- Techniques for following up enquiries.
- Telephone skills- speech, pace, tone of voice, enunciation.
- Communication skills- questioning and listening.
- The importance of body language.
- Handling difficult customer and difficult situations.
- Managing angry customers and confrontational situations.
- Maintaining a positive attitude at all times.
- Developing assertiveness techniques.
- Understanding different people’s styles and how this can help to build a rapport with customers.
All workshops will be interactive with plenty of discussion. Delegates will be able to practice their telephone skills in an enjoyable and relaxed manner, using "Phone Coach" training telephones.
Newly learned skills can be applied in practical sessions that are lively and fun.
A full set of course notes is supplied for each delegate to keep.
"The day was very rewarding as I learned new customer handling skills to use in the future. It was also a very comfortable and enjoyable session."
Haley Wade- DNS
"Very informative and fun. It has helped me a lot in how to deal with future difficult customers."
