Customer Care for Public Sector Organisations
Short course
In London
Description
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Type
Short course
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Location
London
Facilities
Location
Start date
Start date
Reviews
Course programme
Being competent in the ‘technical’ IT. skills of the job is no longer enough. If we do not have appropriate ‘soft’ skills - we lose or upset customers. Your staff will learn the key skills.
Course Outline
Overview
- Ensure the right perception of customer care
- Learn the key skills of questioning and how to apply them
- Your staff will learn how to improve their ‘Active’ listening skills and use them to ensure greater effectiveness
- Staff will learn how to use Transaction Analysis to ensure a productive outcome.
- Staff will learn how to handle difficult situations and problems
- Staff will learn the errors/challenges of dealing with customers on the telephone within the IT. helpdesk environment and how to overcome them
- Your staff will learn how to recognise different behaviours within their customers.
- They will learn how to pace and match the customer’s style to achieve rapport and build relationships
- Sometimes we have to say no and refuse or reject the customer’s request
- Staff will learn how to say ‘No’ without damaging the relationship
What Customers Want – Managing their Expectations
- Ensuring customers feel important and understood
- Customer perceptions
- Controlling the perception of the best service
- Common pitfalls
- Our role in competition
- Internal and external customers
- Exercise, Discussion
Question Skills
- The role of questioning skills in handling difficult people and other professional situations
- The structure of a good question
- Question types and their use
- Using questions to obtain information
- Common errors
- Exercise, role-play, Discussion
Listening Skills
- Barriers to effective listening
- The difference between ‘Active’ and ‘Passive’ listening
- How to use ‘Active’ listening to demonstrate interests and obtain information
- How to use ‘Active’ listening to steer a conversation
- Why ‘Active’ listening is essential on the telephone
- Exercise, role-play, Discussion
Handling Difficult Situations/Problems
- Difficult situations can be good news
- Common errors
- The method of handling difficult situations
- Problem ownership and ‘follow-through’
- Role-play, Discussion
- Telephone Control Skills
- Differences between telephone and face-to-face communication
- Overcoming the disadvantages of the telephone
- Developing an effective personal style
- The ’10 Commandments’ of effective Tele-control skills
- Understanding the use of voice inflection
- How to use voice to gain and hold attention
- Exercises, role-play, Discussion
Behaviour Versatility
- Recognising different behaviour types
- Predicting behaviour
- How to modify behaviour
- Understanding your own preferred behaviour style
- How your behaviour style can influence the customer relationship
- Personal Behaviour Profile Questionnaire
- Role-play, Discussion
- How to say ‘NO’
- Disadvantages of ‘confrontation’
- The alternative to ‘No’
- Exercise, role-play, Discussion
Summary, Round-table, Personal Action Plan
Additional information
Students per class: 8
Customer Care for Public Sector Organisations