In this competitive economy, it is essential that you attract and keep clients. Customer service is a critical part of this process.
Whether you are handling customers face to face or over the phone it is essential that you master the skills to keep the conversation flowing; obtain important information; and ensure your customer – or potential customer – leaves you/the call with a good impression of your company.
Benefits to the Organisation
• Ensure that employees portray a positive company image and deal with customers effectively
• Improves the quality of your brand
• Increases employee confidence in handling difficult customers
• Improves employee communication and customer service skills as a whole
• Understanding communication skills – interact by listening, questioning, clear language
• How to communicate in the absence of face to face interaction
• Body language and the importance of a smile when you dial Smile
• Voice – tone, pace, words
• Personality types and building rapport
Handling difficult customers
• Building personal confidence and being assertive
• The effect of words, tone and voice
• Understanding the need for good listening skills
• Developing a questioning technique, prompting answers on which to base decisions
• Taking responsibility without taking the blame
• Personal discipline and control, handling pressure and conflict
Understanding your company brand and goals
• What image does your company want to portray?
• How does your company want customers to feel?
• What does your company want customers to say about it?
• Learn how to encapsulate your company’s customer goals in your interaction with customers
• Surprise and delight the customer
• Doing what you said you would do
If you would like to book onto a course or find out more information please fill out our contact form or call us on 01454 203 355.
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Nina specialises in creating purposeful learning solutions for organisational and people change, for business growth and customer engagement. Nina draws on 20 years’ experience in a broad range of diverse business sectors such as Loss Adjusting, Construction, Manufacturing, Rail, Road, Water, Energy, Local Authorities, Hospitality and Retail. An experienced leadership... Continued
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Leanne has a breadth of experience in sectors including automotive, engineering, banking, and the pharmaceutical industry. She specialises in training and coaching leaders, managers and developing executives from both public and private sectors, working at all levels including Board Directors. Leanne holds a BA Hons in Business Studies, a post-graduate... Continued
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