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Because their needs are so individual and specific, being in direct contact with customers on a daily basis requires a high level of skill. This course will help you to respond to your customers in a way that consistently meets their needs and the needs of your company. You will also be able to remove some of the stressful aspects of your role by staying in control and dealing more effectively with challenging customer service situations.
Course objective:
To enable people responsible for working directly with customers to communicate with them more effectively.
Course Benefits - On completion of this course you will:
- Understand the nature of the customer service relationship
- Have practised the core skills to create a positive experience for customers
- Know how to respond effectively when customers need solutions
- Have improved your listening and questioning skills
- Know how to respond assertively to customers
- Be able to deal more effectively with irate customers
- Have identified specific actions so that you can remain in control and reduce the stress associated with your role
- Know how to communicate with customers in writing
Who should attend?
- People who deal directly with customers, internal or external, on the phone or face-to-face, and who are new to the role
- People who are in a customer service role for a time and want to refresh their skills
- Customer Services Team Leaders and Supervisors who want to coach their team members to be more effective
Part One - Customer Expectations
- Understanding the customer service environment
- Identifying different customer requirements
- The difference between internal customers and external customers
- Knowing the core communication skills for every customer interaction
Part Two - Solving Customers Problems
- Looking for the cause and the solution
- Listening and Questioning Skills
- Focus on your Sphere of Influence!
- Winning customer confidence by being assertive
Part Three - Customer Behaviour
- The power of attitude - choose yours
- When opposites collide!
- Understanding what your customers see and hear
- How you can positively influence your customers behaviour
Part Four - Staying Motivated and In Control
- Personal organisation to improve your effectiveness and build customer confidence
- How to calm irate customers and help them focus on what you can do rather than what you can't do to help them
- Managing your stress levels so that you always put your best foot - and face - forward
Part Five - Written Communication With Customers
- Knowing when to write and when to phone
- Communicating clearly and succinctly
- Getting your message across using appropriate language
- How not to irritate a customer by what you write
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You'll be in good company! High Performance has delivered training solutions to many of Ireland's leading companies.
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