| Introduction
This 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
organisation. It can lead to repeat
business and recommendations.
Who will benefit: Customer-facing staff
and all front-line managers
Duration: One-day programme
No. of delegates:Up to 10 delegates
| Optional value-add services |
- Pre and post training evaluation through call recording, mystery shopping or surveys
- Pre-programme interviews with key
personnel for tailoring purposes
- Phone coaching
- Training Needs Analysis prior to design and
delivery to establish exact requirements for
maximum programme value
“To remain the winner in
today’s market, we know we
need our customer service
to go from good to great and
3C are excellent partners to
help us achieve that.”
Karen Tucker, Customer Services Manager,
AssetCo |
|
- What is great customer service?
- Understanding different communication
styles and how to deal with them
- Language – the words we should
and shouldn’t use
- Working with your customer service
standards
- Building rapport – face to face and on
the phone
- The importance of regular customer
contact
- Listening and questioning skills
- Handling awkward situations
- Role-play scenarios (tailored)
| Customer service skills Benefits |
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 in
difficult situations
- deliver great customer service skills that adds
value to the company and the customer
|
