Course objectives:
On completion of this programme, you will be able to:
-Understand the impact that each of us has on the customer and the organisation
-Explore the meaning and importance of customer care and identify your customers
-Recognise our role in managing customer expectations and taking ownership
-Use a range of simple and reliable techniques for managing challenging people
-Consider methods of expressing yourself positively and communicating with confidence
-Appreciate the impact of language - verbal and non-verbal - and how to use it for maximum effect
-Examine methods of building rapport and changing attitude and perception through communication tools
-Assess the various methods of communication and when to apply them
Course content:
Managing customer expectations
-Who are our customers and what do they expect?
-How customer perceptions are formed
Customer care and the development of our business
-What is customer care?
-Appreciating each other's roles
-Winning customer loyalty
-What is the benefit to me?
Barriers to communication
-When and how things go wrong
-Taking ownership
Positive attitude
-Proactive versus reactive behaviour
-How we affect others
-Attitude and perspectiveUsing our powerful communication tools
-Voice control
-Body language
-Effective listening
-First impressions
-The impact of language
-Communication methods
-Building rapport
Planning telephone calls
-Maximising your time
-Direction and goals
-Maintaining control
Handling challenging situations and people
-All people are different
-Our reaction, our choice
-Assertive or aggressive - what's the difference?
-Coping strategies for positive outcomes
-Personal action plan
Review of Programme
Other Recommended Programmes
-The Power of Influence
-Coping with Aggression and Dealing with Conflict
