This course is for all personnel who deal with their customers in-person or on the telephone. This course concentrates on key service principles and will develop vital face-to-face customer handling skills. It will help delegates communicate more effectively with their customers – improving their image, professionalism and customer relationships.

A mixture of input and discussions makes this a lively and motivating event.

A workshop atmosphere is encouraged with all delegates contributing ideas for discussion. Delegates will undertake self-assessment and have an opportunity to practise new skills and techniques within a supportive environment.

Who will the course benefit?

Anyone who communicates face-to-face with internal or external customers.

Course Objectives

To provide the necessary skills to give excellent customer service.

Course Duration: 2 days

This course will enable delegates to:

• Understand the meaning and importance of customer service

• Understand the basis of effective customer communication

• Use a range of communications skills that will satisfy customers

• Deal more effectively with angry and difficult customers

• Develop knowledge of known service concepts

• Handle complaints

• Understand and demonstrate transactional analysis

• Develop in depth interpersonal skills

• Understand that first impressions count

• Develop a personal action plan

Full Course Description: