Scheduled public courses are held at Preston, Liverpool, Manchester & London.
The primary aims of this one day instructor led course are to refine the communications skills and revitalise the attitudes that transmit real Customer Care and to assist delegates to interact on the telephone with customers in a productive and positive manner. The first contact is a vital moment to establish credibility and it is important that a positive lasting impression is made every time. This course will ensure delegates display the professional, polished image the organisation wishes to project, whether in a face to face setting or on the telephone.
Why Customer Care
Survival in today’s competitive market
Customer levels of expectation
The increasing importance of the “Human Factor”
Customer profile – common denominators
How attitudes change
Different behaviours and personality types
The Customer Journey
Making the first impression really count
Maintaining the highest level of professionalism
Best Customer Practice standards of excellence
Codes of Behaviour
Strategies for handling the more demanding customer
The Power of Communication
Telephone and reception basics
Word power, Tone and Attitude
Techniques for building rapport
Transmitting and recognising Body Language
Telephone best practice standards
Active listening skills
Turning Problems into Opportunities
Putting things right when they go wrong
Solving customer problems
Pooling knowledge to improve efficiency
Making a commitment to getting it right
Maintaining a positive attitude and high energy
Individual and team accountability
Looking to the future
Who will benefit from the Customer Service Skills course?
This course will benefit staff who have direct contact with customers or clients and who wish to improve their customer contact or reception and telephone skills.