Support
Experience
Training Team
Quality Assured
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What is covered in this course?
The workshop will provide you with a unique collection of prompt cards offering 'top tips' and will equip you with the skills to manage your customer service interaction in the most up-to-date and effective way.
1
What is Excellence?
- Skills, knowledge, attitude, behaviours of excellence
- Checklists of excellence
- Customer Service Tips
- Self & organisational analysis in relation to the tips
- Changes to Customer Service provision and expectation
2
Improving the Company Offering
- Managing customer expectations
- How to negotiate to reach “win/win” outcomes – telephone, email and social media
- A three-step verbal structure to demonstrate assertive communication on the telephone and in writing
- Practice sessions telephone and email
3
Handling Customer Dissatisfaction
- Benefits of handling dissatisfaction well – customer research
- How to respond positively – not react negatively (telephone)
- How to plan the conversation – email and social media
- How to construct the conversation – telephone, email and social media
Please Note: Each delegate will leave the course with an action plan for the workplace
