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Maximising Customer Satisfaction in a Technical Environment

You will benefit from this course if you work in a technical environment providing services to internal and/or external customers, and want to maximise your impact on delivering customer excellence.

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Learning Objectives

By the end of the course you will be able to:

    * identify good and bad customer service behaviour
    * identify the five stages needed to build rapport
    * obtain from customers a clear understanding of their expectations
    * recognise and use techniques such as matching, pacing and signalling to control the call
    * use effective questioning techniques to clarify customer requirements and expectations
    * portray a positive image of your company
    * demonstrate the importance of taking responsibility to achieve customer satisfaction
    * recognise the importance of language indicators and adjust your conversations accordingly
    * identify your preferred behaviours when communicating
    * explain transactional analysis and use it to deal more effectively with customers
    * handle challenging callers calmly and confidently
    * demonstrate how you will reassure customers that their needs will be satisfied.

Pre-Requisites

You will benefit from this course if you work in a technical environment providing services to internal and/or external customers, and want to maximise your impact on delivering customer excellence.

Course Content

    * Do you want to understand how your IT role fits in to your organisation?
    * Do you want to improve the experience that customers have with your team?

People who work within IT environments are usually recruited for their technical expertise. However, increasingly these departments are becoming more and more customer focused – both customers internal to the organisation or external clients.

The workshop is designed to give you a greater understanding of the role IT plays in any organisation and to enhance the customer focus skills necessary in today’s competitive business environment.

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