ABOUT THE COURSEDuring recent years the importance of providing the highest level of customer care has grown significantly. Organisations now realise that effective customer service is the key to obtaining a competitive edge and increased efficiency. Most major surveys undertaken in recent years point to customer care as being a primary factor in customer retention and business expansion.To ensure that quality of service is maintained competency in the core 'technical' skills of any role that falls within the customer relationship is no longer enough. Without the appropriate skills to enable staff to handle customers professionally – customers will label service as poor and seek to transfer loyalty to organisations, which are perceived to be genuinely concerned on their behalf.No two organisations are the same, and in line with our flexible cost effective approach to training, COINMAC have developed a series of customer service modules from which organisations can 'pick and mix'.This enables you to form the perfect customer service training solution for the requirement you currently face.
The modules are grouped into four main areas:Customer CareDifficult CustomerDifficult SituationCommunication The modules in the four areas give the opportunity to learn key skills to communicate effectively and manage relationships, enabling staff to provide high quality customer care, increasing the efficiency and quality of service your organisation gives customers.Usually four to five modules can be tailored together to form a one day solution, and subsequent days can be tailored to provide longer programmes if required. All the solutions we put together start with an introduction and agenda, which clearly define the aims of the course, together with a summary and round table discussion at the end of the course. Personal action plans to take away can also be included.
COURSE OBJECTIVESDelegates will learn:
How to ensure the right perception of customer care.
How to handle difficult situations.
Key skills of questioning and how to apply them.
How to use Transactional Analysis to ensure a productive outcome.
How difficult situations can be valuable.
An easy-to-use effective manner of dealing with difficult situations.
How to be effective in their 'follow-up.'
How to ask effective questions.
how to improve their 'Active' listening skills and use them to ensure greater effectiveness.
Improve their ability in dealing with difficult customers and situations.
Key skills/habits required to prevent/handle difficult situations.
When to use particular skills or tactics.
What to do if their first course of action does not work.
How to ensure a productive outcome from any conversation.
How to improve their 'Active' listening skills and use them to ensure greater effectiveness
How to overcome diffilculties and challenges.
How to increase the number of people they 'get on with.'
How to recognise, use and control Non-Verbal Communication.
How to recognise and make the most of opportunities.