Duration

2 days

Aim

This two day workshops aims to bring the participants on a journey. The participants look any many aspects of customer service and how they may take the best from them. It offers a toolkit to give the participants not only a methodology to work with, the workshop also explores our own attitudes to customer support and the outcomes – good or bad of providing various levels of service. The workshop will look to build participant confidence when dealing with difficult customers in order that both the participant and customer see this as a positive experience.

Target Audience

All members of staff who deal with others.

Prerequisites

This course assumes no prior training within this subject.

Course Content

• Introduction and Course Overview • What is Customer Service? • Who Are Your Customers? • Meeting Expectations • Presenting Yourself Properly • Setting Goals and Targets • Standards • Communication • Telephone Techniques • Managing the Talkative Caller • Dealing with Difficult Callers • Dealing with Challenges • Increasing Your Assertiveness • Dealing with Difficult People • Dealing with Conflict • The Problem Solving Process • Seven Steps to Customer Problem Solving • The Recovery Process • Eliminating Customer Service Problems • Service PRIDE is a Team Effort • Doing Your Part • Dealing with Stress • Workshop Wrap-Up and action plan

Course Objectives

At the completion of this course participants will be able to: • Recognise that service delivery is an individual response value • Understand how an individual’s behaviour impacts the behaviour of others • Develop more confidence and skill as a problem-solver • Communicate more assertively and effectively • Make customer service a team approach • Recognise the skills and attitudes required for great customer care • Develop a personal action plan to provide enhanced levels of customer care provided

Course Outline