CUSTOMER SERVICE SKILLS

 

CUSTOMER EXCELLENCE

Duration: Full Day

Maximum Delegates: 12

Course Overview – This workshop is relevant to anyone dealing with customers, both externally and internally. The course will increase knowledge and understanding of customer service excellence, and the impact that it has on a business environment. Delegates will learn, understand and apply effective customer service techniques.

What’s covered?

  • Principles that underpin customer service excellence

  • Managing customer expectations

  • Styles of behaviour

  • Communication

  • Complaint Handling

  • Exceeding customer expectations

 

TELEPHONE TECHNIQUES

Duration: Half Day

Maximum Delegates: 12

Course Overview – This workshop is relevant to anyone dealing with customers, both externally and internally over the telephone. Delegates will develop an understanding of how to adapt their behaviour over the telephone and create an action plan to implement these skills in the workplace

What’s covered?

  • Face to Face v Telephone Behaviour

  • Stages of a professional telephone call

  • Call management

  • Appropriate language and tone of voice

WRITTEN COMMUNICATION TECHNIQUES

Duration: Half Day

Maximum Delegates: 12

Course Overview – This workshop is relevant to anyone dealing with customers, both externally and internally, in writing. Delegates will develop an understanding of how their written communication may be perceived and will develop skills to create written documents including business letters and e-mails and create an action plan to implement these skills.

What’s covered?

  • Face to Face v’s Telephone Behaviour

  • Perceptions of written language

  • The importance of spelling, grammar and punctuation

  • Appropriate written language, structure and tone

  • Dealing with complaints

 

COMPLAINT HANDLING

Duration: Half Day

Maximum Delegates: 12

Course Overview – This workshop will help delegates to deal with complaints more effectively. Nobody likes to get complaints, but how we deal with them sets us apart from our competitors. This course will explore tools and techniques to gain service recovery and win customers back. Delegates will share experiences from each other, for a win-win situation for everyone.

What’s covered?

  • Recognising and dealing with conflict situations

  • Effective communications when handling complaints and its importance

  • Avoiding future complaints and ways to minimise them

  • Common points of complaints by customers and getting it right first time

  • Communicating more effectively for a win-win outcome

© 2016 by 3FOR Learning