1st Class Customer Service and Communication
customer service and communication training course - 1 day
This covers the core skills required to deliver a customer service experience which maintains and develops strong relationships and customer loyalty. This is ideally suited to anyone involved in a customer services role or support role which involves advising, dealing with problems and resolving issues E.G. technical support.
Course content includes:
- Key skills, attitudes and behaviours to adopt to successfully deliver a 1st class customer service experience
- What makes a great customer experience
- How to turn a problem situation to a positive outcome and get the customer to recommend you to others
- Importance of customer feedback and how to manage this to your advantage
- Effective and persuasive communication (verbal & vocal)
- Key words and phrases to use & not use to build rapport
- The bigger picture message of what we say (NLP)
- Effective email communication and how to structure emails so they get read
- Understanding the different personality styles and how to develop a strong rapport with each different personality style
- How to deal with problems and the process to follow
- Process to follow to deal with different objections and how to manage them effectively
- When to be assertive, how and the different approaches to use based on the situation
- The conflict management model and what to do when faced with confrontational and difficult situations
- Effective questions to uncover customers requirements, understand issues and problems
- 5 step process for dealing with problems which involve multiple people
Wide range of open courses start from £195+ vat per person. Contact us for more information or to book a course
