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The Language of Customer Service |
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Format: 1 day or 2 days
Who is it for?
The course is aimed for individuals in the organization who deal with customers
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What is it about?
Customer Service is essential in every business. You never have a second chance to make a first impression with a customer. Customer service is all about getting it right first time and understanding what your customers really want and not to assume we know. This in-house course will show you how to connect with the customer, how to build confidence for the Customer so your organization can generate repeat business, increase sales or enhance the service and image of your organization.
Course overview
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Understanding your Communication Style
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Recognising Customer Types
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Closing down/Opening up conversations
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Holding the line without coming across as aggressive
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Building Empathy. Face to face and Telephone Style
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Using Auditory Power (telephone techniques)
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Creating mental connections with your customers. Understanding why you disconnect with certain individuals
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Speaking the same language
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Recognising and Dealing with 10 difficult customer groups
What are the outcomes of this course?
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Increased confidence in staff who deal with your customers.
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Understanding of the critical factors which influence customer service
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Recognize and improve your own communication blind spots
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Ability to read others communication strategies and be able to adjust your own.
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Understand why you click with some customers and not others, and know what to do about it.
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Understanding different customer behavior and know how to respond.
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Have a range of strategies for handling difficult customer situations.
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Materials
You will receive e-presentation slides, exercises, and suggested solutions. Most importantly you will complete the course with a Personalized Action Plan on improving customer service.
To book this course for your company call us on +44 (0)845 900 21 37 or email us at
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Northern Ireland