CUSTOMER SERVICE SKILLS

AIMS

To enable delegates to deal with telephone calls in an effective and professional manner, whilst promoting the image of their organisation at all times. Plus to develop personal confidence through improved communications with both the public and internal colleagues.

OBJECTIVES

By the end of the event delegates will be able to:

• Define good communication and recognise the importance of good communication in relation to the image of their organisation;
• Define what good customer care is in relation to their job;
• Effectively use the telephone to gather information and deal with difficult calls;
• Listen effectively and understand the power of both verbal and non verbal communication;
• Be able to identify the factors that interfere with good communications;
• Describe the principles of complaint handling;
• Understand the process of face-to-face communications;
• Be able to handle difficult situations with confidence; and
• Understand the importance of attitude in continually striving to give all customers their Personal best.

Outline Programme

Session 1

Introductions and overview of the day

• The Communication Structure (Opening, Issue, Resolution, Satisfaction, Closure)
• Use of the Communication Structure to deal with customers
• Team Work – The Customer Service links

Session 2

Customers: problems, expectations and constraints

• What are the benefits of good customer care?
• Problems and expectations
• Communication Styles – questionnaire to identify your style
• Barriers that inhibit effective communication
• Listening skills
• Attitude to customer care

Session 3

Positive Telephone Skills

• Dealing confidently and assertively with customers
• Use of the phone to effectively gather information/listening skills
• Identifying good and bad telephone techniques
• Ensuring a positive outcome for the customer
• Use of the video “The Power and the Perils of the Telephone”
• Practice

Session 4

Dealing with Customers

• The skills of face-to-face communications
• Attitude and customer care
• The “Fish” philosophy:
• Doing something special for your customers
• Focus on the moment – the customer or task with which you are engaged
• Choosing your attitude
• Use of the DVD “Fish”

Session 5

Action plan

• Managing the stress that can build up from dealing with abusive or angry customers
• Re-cap on learning – “What will we do differently when back in the work place?”
• Team/Individual action plan