This 1-day course is designed for anyone who deals with customers either face-to-face or by phone.

Objectives

• Staff will have greater understanding of their own motivation and attitude
• Improved conversation control
• Increased rapport-building skills
• Tools & techniques for managing and calming upset customers
• An overall improvement in the quality of service for the customer

Course Outline

Customer Service Fundamentals

• Understand why customers have the view of your organisation they have and change that for the better
• Understand and start using true etiquette that will make you stand out as a professional
• Understand why organisations lose customers

Customer Service

• Understand the importance of customer service
• The role of customer service within your company
• The effects of bad customer service

Building Rapport

• Understand the importance of selling ourselves before we can begin to sell our product or service
• Understand what rapport is and how to build it quickly
• Know how to process information in order to improve our communication skills

Attitude

• Know the difference between a positive and a negative attitude
• Know how to take control of your life through a positive attitude
• Understand a Formula for Change
• Know why it is a positive attitude will make you more successful
• Understand why your work success is related to your attitude

Effects of Our Language

• Know the difference between submissive, assertive and aggressive language
• Know how your language can control a situation
• Understand the impact of positive language

Capture Your Listener

• Know the importance of speaking well
• Know how to control a call by speech
• Know all the elements that make up your voice

Questioning Skills

• Understand the different types of questions available and how they control responses
• Understand who so much business is lost or missed due to poor questioning techniques
• Understand who so much business is lost or missed due to poor questioning techniques

Listening Skills

• Know the difference types of listening skills used and when to use them more effectively
• Understand the importance of listening
• Know how listening will affect your results when used correctly

Difficult Customers

• Know why customers become difficult
  Understand ways to manage upset or difficult customers
• Duration: 1 day

Prerequisites: There are no prerequisites for this course
Times: 8.30am – 5.00pm
Cost: $620.00+GST includes all meals, certificate and workbook
All public workshops are available as in-house programmes customised to your specific business needs.