Customer Service Skills
Booking this course
If you would like to talk to us about running
this course, please contact us:
Tel: + 44 (0)1789 734343 or email us at
admin@proskill.co.uk
Case Study: Elements of
this course were incorporated into ProSkill
programmes for
Chequer Foods and
NEC
Europe |
Being competent in the ‘technical’ skills of the job is no
longer enough. If we do not have appropriate customer service
skills - we lose customers. Your participants will learn
techniques they need to be successful.
Overview
Existing customers produce more potential profit than
business from new customers. In a highly competitive environment,
customer skills are often more important than ‘technical’ skills.
Promotion of professional staff is often, at least in part,
affected by the people skills of the individual. This practical
and stimulating course provides participants with the
understanding, ideas and techniques they need to be successful.
Customer Service Skills training will give them the opportunity to address their own situations
with external and internal customers.
Who Should Attend
Anyone dealing with external or internal customers.
Duration
2 Days
Customer Service Skills -
Course Objectives
Participants will learn:
-
how to ensure the right perception of customer
care
-
how to handle difficult situations
-
the key skills of questioning and how to apply
them
-
how to use Transactional Analysis to ensure a
productive outcome
-
how to recognise, use and control Non-Verbal
Communication
-
how to recognise and make the most of
opportunities
-
how to improve their ‘Active’ listening skills
and use them to ensure greater effectiveness
-
the errors/challenges and how to overcome them
-
how to increase the number of people they ‘get
on with’
-
to say ‘No’ and improve relationships.
Customer Service Skills - Course Outline
What Customers Want
Ensuring customers feel important and understood
Customer perceptions
Controlling the perception of the best service
Our role in competition
Internal and external customers
Handling Difficult Situations
Difficult situations can be good news
Common errors
The method of handling difficult situations
Problem ownership and ‘follow-through’
Questions Skills
The role of questioning skills in handling difficult people and
other professional situations
The structure of a good question
Question types and their use
Using questions to obtain information
Transactional Analysis
How Transactional Analysis can help in difficult situations
States of mind and how we interact with others
Questions to change a person’s state of mind
‘Rules’ to ensure a productive outcome
Building relationships
Non-Verbal Communication
Pitfalls and considerations
N.V.C. components and patterns
How to control your N.V.C.
Handling Opportunities
Recognising opportunities to increase the reputation of the
department/organisation
Recognising opportunities for additional revenue
How to handle ‘opportunities’ in a professional non-manipulative
manner
The use of questions to explore/understand opportunities
Passing-on ‘opportunities’
Listening Skills
Barriers to effective listening
The difference between ‘Active’ and ‘Passive’ listening
How to use ‘Active’ listening to demonstrate interest and obtain
information
How to use ‘Active’ listening to steer a conversation
Telephone Skills
Differences between telephone and face-to-face communication
Overcoming the disadvantages of the telephone
Developing an effective personal style
Behaviour Versatility
Recognising different behaviour types
Predicting behaviour
How to modify behaviour
How To Say ‘No’
Disadvantages of ‘confrontation’
The alternative to ‘No’ |
