Everyone within an organisation has the ability to make a positive impact on customer relations. This course sets out to provide participants with the skills necessary to maintain a courteous, calm and confident manner in dealing with personal and telephone situations of every kind, from general enquiries to specific customer complaints. Suitable for: Suitable for: anyone at any level whose job involves customer contact.
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Course programme
Course Objective: everyone within an organisation has the ability to make a positive impact on customer relations. This course sets out to provide participants with the skills necessary to maintain a courteous, calm and confident manner in dealing with personal and telephone situations of every kind, from general enquiries to specific customer complaints.
Practical exercises and case-studies are used at every stage to increase confidence and to ensure that techniques can be easily applied back in the work environment.
Course Elements
Understanding effective communication
The concept of ‘ownership’, and the importance of mindset
Why the initial contact is so crucial
Gaining trust, and making the customer feel valued
The importance of listening
Understanding customer types – assessing their varying requirements
Why do customers complain?
Dealing with difficult people – how important it is to control emotions
Questioning techniques – getting to the root of the problem
Delivering clear explanations
Responding positively to problems – turning negatives into positives and gaining the customer’s support
How to say no where necessary, without antagonising the customer
Practical exercises and analysis throughout the day, with particular emphasis on role-plays in the second half of the workshop
Except in the case of Open Courses, all Phoenix workshops are tailored on demand, which means that we will develop the final agenda with you to deliver exactly the training you want, at the level you need, within the timeframe you decide.
Additional information
Payment options: Except in the case of Open Courses, all Phoenix workshops are tailored on demand, which means that we will develop the final agenda with you to deliver exactly the training you want, at the level you need, within the timeframe you decide.
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