This 1-day course is designed for anyone who deals with customers either face-to-face or by phone.
Objectives
Staff will have greater understanding of their own motivation and attitude
Improved conversation control
Increased rapport-building skills
Tools & techniques for managing and calming upset customers
An overall improvement in the quality of service for the customer
Course Outline
Customer Service Fundamentals
Understand why customers have the view of your organisation they have and change that for the better
Understand and start using true etiquette that will make you stand out as a professional
Understand why organisations lose customers
Customer Service
Understand the importance of customer service
The role of customer service within your company
The effects of bad customer service
Building Rapport
Understand the importance of selling ourselves before we can begin to sell our product or service
Understand what rapport is and how to build it quickly
Know how to process information in order to improve our communication skills
Attitude
Know the difference between a positive and a negative attitude
Know how to take control of your life through a positive attitude
Understand a Formula for Change
Know why it is a positive attitude will make you more successful
Understand why your work success is related to your attitude
Effects of Our Language
Know the difference between submissive, assertive and aggressive language
Know how your language can control a situation
Understand the impact of positive language
Capture Your Listener
Know the importance of speaking well
Know how to control a call by speech
Know all the elements that make up your voice
Questioning Skills
Understand the different types of questions available and how they control responses
Understand who so much business is lost or missed due to poor questioning techniques
Understand who so much business is lost or missed due to poor questioning techniques
Listening Skills
Know the difference types of listening skills used and when to use them more effectively
Understand the importance of listening
Know how listening will affect your results when used correctly
Difficult Customers
Know why customers become difficult
Understand ways to manage upset or difficult customersDuration: 1 dayPrerequisites: There are no prerequisites for this courseTimes: 8.30am – 5.00pmCost: $620.00+GST includes all meals, certificate and workbook
All public workshops are available as in-house programmes customised to your specific business needs.