Customer Service....

.........All our customer service courses are designed to suit each individual company.

We don't just turn up on the day and deliver a "set" course. This is because we believe it is important to get to know each company prior to the delivery of the workshops.

We do this by arranging for your course facilitator to visit you prior to the course, in order to spend some time getting to understand your business's specific needs. Then we can design a bespoke course that suits you.

We will work with your people, 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.

Course participants will benefit through:

Understanding how to project and maintain a professional image

Identifying and understanding how to meet and exceed the expectations of all who come into contact with their organisation.

Understanding the personal responsibility each individual has towards delivering top quality customer service.

Knowing how to recognise and demonstrate the skills required to deliver exceptional service

Added confidence in being equipped with tools/ skills for the job.

Understanding that customer service is a part of everyone's job and that internal customer service is as important as external.

Topics

The following are topics that can be selected from, depending on individual client's requirements.

Providing a professional company image.

Handling every customer and potential customer efficiently and professionally.

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 queries.

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.

Knowing about different behavioural styles. Why is easier to identify with some customers than others, and how understanding 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.