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In Company Training

CUSTOMER CARE WORKSHOP

Everybody has a Customer. Everybody is a Customer

 

WORKSHOP OVERVIEW:

This highly participative workshop will provide all participants with an understanding of the necessary skills and the personal motivation to provide excellent customer service. They will learn how to project a positive, confident and professional image to customers and to use every opportunity of contact to promote the company. They will explore practical ways for handling difficult situations and managing customers’ needs in a helpful and decisive manner. The workshop is also designed to enable participants to understand the skills and approaches for improving communications and achieving successful outcomes from their working relationships.

WHO WILL BENEFIT? :

  • All members of staff, whose success at work depends on building constructive relationships with their team member colleagues and customers

OUTLINE - WHAT THE COURSE WILL COVER:

  • Understanding the benefits of good service for both the business and the individual
  • Developing the key criteria for achieving good customer service
  • Recognising that customers are both internal and external
  • Understanding that each individual can make a difference
  • Dealing professionally and confidently with customers
  • Recognising customer needs and fulfilling their expectations
  • Building effective rapport with customers and showing empathy
  • Handling difficult situations or complaints positively
  • Building confidence to make decisions and take personal responsibility for action
  • Understanding the messages given to others - verbal and non verbal
  • Choosing the best method of communication
  • Identify the skills that improve teamwork and achieve effective results with others
  • Creating a plan for improvement back at work

TRAINING STYLE:

The workshop will be highly practical and participative. Participants will take an active part in group and syndicate activities, which are specifically designed to build confidence quickly, to accelerate learning and increase motivation.

Length of Training Programme: 2 days

Recommended Maximum Number of Participants with 1 trainer: 8 - 10

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Training Solutions, Greentrees House, Woodside Grange Road, London N12 8SS
Tel: +44 (0) 7764 451 145 Fax: +44 (020) 8445 5408 E-mail: info@trainingsolutions-int.co.uk