Making the Difference... with Customers, Thales Training Consultancy

MAKING THE DIFFERENCE... WITH CUSTOMERS

Duration:

1 day

Price:

£395.00

Locations Available:

Basingstoke
29 May 08
13 Nov 08

Crawley
03 Sep 08

Suitable For:

This course is designed for staff who deal with customers in a ’front line’ capacity. It provides participants with increased confidence when dealing with customers face to face. Throughout the course participants will review ’best practice’ behaviour and use techniques to deal with the more difficult situations.

Related courses in our range include:·

Unleashing Peak Performance·
Assertiveness; Developing Personal Effectiveness·
Making the Difference... on the Telephone
Managing a Customer Service Environment

Benefits of Attending:

By the end of the course participants will be able to:

Identify the necessary requirements for providing a good service
Communicate with customers more confidently and effectively
Use techniques and skills to deal with difficult situations
Produce an action plan to build on their current approach

Course Content

Creating a positive image through good customer service·

Recognising and applying good service·
Learning from your experiences as a customer·
Internal versus External service·
Your part in the customer service chain·
Why customer service is important for the organisation, customers and yourself

What is exceptional customer service?·

The impact of attitude and behaviour·
The “Plus Ones” of customer service·
Identifying your plus ones

The key skills for providing excellent customer service·

Communicating effectively with customers·
The significance of visual, verbal and vocal impact

Developing communication skills·

Listening, questioning and summarising·
Finding the needs and priorities of the customer

Dealing with difficult situations·

What triggers customer dissatisfaction·
Strategies for dealing with difficult situations·
Handling aggressive and angry customers·
Maintaining an assertive and positive approach

Action planning and reviewing service levels currently provided·

Developing individual action plans for implementation back in the workplace