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Seminars
Customer Service Seminars
Customer Service & Communication Skills
Who should attend?
Customer service advisers, client liaison staff, helpdesk representatives, and people who provide a service to customers either face-to-face or over the telephone.
Topics we will cover
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The varying degrees of service that can be provided, and their impact upon the customer (e.g. poor, basic, competent, and value added).
- Managing customer expectations, delivering an evolving service.
- How to greet the customer in a warm and professional manner.
- Understanding your impact over the telephone.
- How your vocal tones and language can create a positive, negative or neutral impression
- Increasing active listening skills to pick up on customers’ needs, free information and read between the lines, when necessary.
- How to take control and guide the conversation to a positive outcome.
- How to build rapport and empathy with a variety of external and internal customers who may have different life experience, life styles and communication preferences to that of the enquiry-handling staff.
- How to deal with complaints and difficult situations including customers who are upset or angry.
- How to deal with your own negative emotions, such as apathy, upset, fear, irritation, anger and disinterest when working under pressure.
Course Style
Highly interactive. 70% practical 30% theory. Telephone training equipment will be provided so participants can hear their progress over the two days.
Duration
Two days (on-site coaching days can be arranged on an individual basis).
Investment
20,000INR + VAT (includes registration, refreshments, course materials and light buffet lunch).
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