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Effective Customer Service

Empower your team to increase repeat business, improve client interaction and increase satisfaction levels by gaining the skills and techniques for delivering excellent customer service to your clients. This one-day tutor-led workshop is designed to help anyone who works in customer service improve their customer service skills in order to provide each customer with the best possible experience every time.

Audience

This course is appropriate for people of all experience levels and seniority who interact with external customers such as clients or suppliers - and internal customers such as colleagues / contractors.

Select specific date to see price, venue and full details.

Learning Objectives

By actively participating in this course, you will learn about the following:

  • Describe the importance of individual and supportive customer service.
  • Describe how our attitude affects the way we behave and the service we provide
  • Use a range of communication tools as part of the overall customer relationship management.
  • Influence others and manage expectations.
  • Manage challenging and difficult situations and customers

Pre-Requisites

This course is appropriate for anyone who feels they need to be more effective when dealing with customers and potentially difficult situations.

Course Content

Customer Service (small group discussion):

  • Who is our customer?
  • What do they need from us?
  • Good customer service experiences
  • Bad customer service experiences

Quality

  • Definition
  • Implications for the team
  • Continuous improvement

Force Field Analysis

  • Helps and hindrances in getting us to where we want to be

Behaviour

  • Empowerment: yours and your customers
  • Rapport building
  • Listening and questioning skills
  • Assertiveness: saying ‘no’
  • Assertiveness: managing difficult behaviour
  • Team working

Action planning

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