Customer Service and Communication

Course title

Customer Service and Communication

Overview

A vital foundation course for all service personnel whether dealing with customers by telephone or in person.

Objectives

Understand the importance of dealing effectively with people as well as problems

Learn how to respond fully to customers' needs

Learn to use professional customer handling skills

Learn how to handle difficult customers and complaints more effectively

Develop a professional service attitude

Content

Understanding customers

Why customer service is important

Key service attitudes and principles

Psychological and emotional needs

Delivering reliable service

Consistency and professionalism in service delivery

Managing customer expectations

Going the extra mile

Communicating with customers

Communication barriers and problems

Why the telephone is different

Vital stages in the service interaction

The importance of tone and manner

Courtesy, clarity and conformance

Questioning and listening

Building customer rapport

Empathy and establishing trust

Opening and closing

Responding to the customer’s emotions

Dealing with difficult customers

Working in teams

Delivery

In-company programme (typical group size: 8-12 attendees)

Duration

2 days

Fees

Subject to quotation

Course description

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