1st Class Customer Service and Communication Course
ist class customer service and communication training course - 1 day
Who is this course suitable for?
What will you gain from attending this course?
- A deeper understanding of the skills, attitudes and behaviours required to deliver 1st class customer experiences
- Structures and processes to help you manage your calls effectively to achieve a positive outcome
- Techniques, ideas and skills to effectively communicate and build rapport to develop loyal customers that recommend
- Learn techniques to deal with problems and difficult people to resolve problems and minimise conflict and stress
- Gain confidence in communicating with people and turning problems into opportunities to build rapport and trust
- Practice the skills and techniques in your world using typical situations relating to your role & organisation
Course content includes:
- What makes a great customer service experience
- The importance of customer service to an organisation's sales, profit and reputation
- Key skills, attitudes and behaviours to adopt to successful deliver a 1st class customer experience
- Importance of customer feedback and how to manage this to your advantage
- Effective questioning and listening skills to build rapport, uncover sales opportunities and resolve problems
- How to be an effective communicator and be persuasive (verbally and via email)
- Learn how to build rapport and engagement to gain support when things go wrong and gain repeat orders
- Learn how to reframe words and phrases so you avoid conflict or resistance (NLP technique)
- Understand the different personality styles & how to develop strong rapport with each personality style
- Effective email communication and how to structure emails so they get read and understood
- Understand how to deal with difficult people and situations to avoid conflict and stress
- Understand the process to follow when seeking further support or authority to resolve situations
- How to turn a problem situation to a positive and get the customer to recommend you to others