3C's Customer Service Skills Programme
focuses on communication skills and understanding different
communication styles. Developing excellent customer service
skills is of utmost importance to the overall image and
success of your company. Good customer service skills
can lead to repeat business and recommendations. 3C encourages
the use of company-wide standards for customer service.
The customer service training programme has proven extremely
successful in the contact centre training environment.
Details
Who will benefit:
Customer facing staff and all front line managers
Duration:
Two half-day workshops
No. of delegates:
Up to 10 delegates
3C's unique approach:
Pre
and post training - customer service skills evaluation
through call recording, mystery shopping or surveys
Programme is tailored to specific customer needs following
interviews with key personnel
Phone coaching and optional video shorts
Programme Content
Benefits
Session 1 - half
day
What is great customer service?
The different elements of customer service
Understanding different communication styles
Recognising our own and other styles
Adapting our communication style to others
Language - the vocabulary we should and shouldn't use
Working with your customer
service skills standards
Session 2 - half
day
Building rapport - face to face and on the phone
The importance of regular customer contact
Questioning skills
Listening skills
Handling awkward situations
Role-play scenarios
By the end of the programme, delegates will be able to:
Understand their own
communication style
Adapt to their customers' communication styles
Understand
and effectively communicate the company customer
service
skills
standards
Use more positive
language even with difficult customers
Deliver great customer
service that adds value to the company and the customer
"To remain the winner in today's market we
know we need our customer service skills to go
from good to great and 3C are excellent partners
to help us achieve that."
