Developing Customer Handling Skills
Course Aims:
This course is designed to support customer service staff by establishing a customer service approach, including a service ethos, standards and customer handling skills.
Course Objectives:
At the end of this course delegates will be able to:
- Understand and apply the customer service approach, service ethos and standards for customer handling.
- Apply practical techniques to immediately improve the way they deal with customers
- Use effective coping strategies to deal with difficult customers and complaints.
- Have greater influence over others and understand how to say ‘No’.
Duration/Location:
- 1 day/In house or consultant facilitated virtual course / online training session(s)
Course Contents:
- Name game, What did you notice?
- Units of recognition
- Competence and warmth
- Service Aim and Values/Behaviours
- Verbal, Vocal and Visual
- The Greeting (First impressions)
- Placing “on Hold”
- The Farewell (Last impressions)
- The power of behaviour
- Mindset management
- Introduction to Transactional Analysis (Parent, Adult and Child Behaviours)
- Understanding confidence levels (Emotional intelligence)
- Aims and strategies
- Aims and strategies
- Transferring learning back to the workplace
Courses
We are a leading edge provider of leadership and management development interventions, talent assessment services and formal training courses.