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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