Excellence in Customer Service

Excellence in Customer Service

• Code:
  TBS-B4539
• Venue:
  Weldon house, Corby Gate Business Park, Corby
• Day/Time:
  Mon 9am - 4.30pm
• Duration:
  1 day
• Start At:
  Monday 24 May 2010
• Interview:
  No
• Full Fee:
  £155
• Concession Fee:
  -

Excellence in Customer Service
Content A course designed to cover efficient and effective communications with regards to Customer Care. Success depends on being understood, understanding others and communicating well together. Building healthy working relationships is vital to business success. A major part of this is understanding our own personal communicating style, how we can influence people, and how to use your style to create effective business relationships. Content includes: The Importance of Image - Person/Area, First Impressions Count, Setting Personal Standards of Performance, Verbal and Non-Verbal Communication, Appearance, Attitude and Behaviour, Assertiveness, Personal Assessment Workshop, The Verbal Handshake, A Question of Tone and Style, Keeping the Caller Happy, Building Rapport, Getting the Message Across, Offering Help, Controlling the Conversation, Making Telephone Calls, Receiving Telephone Calls, Recording Essential Information, Dealing with Difficult Customers - Face to Face and on the telephone, Qualities/Characteristics/Skills and Competence Analysis, Action planning for the future and Role Play Exercises Assessment Tresham Business Solutions certificate of attendance