The “Communication and Customer Service Skills” Workshop is designed to upskill individuals in order that they can provide exceptional customer service. Through a variety of practical, experiential exercises and self-assessments, participants will benefit from the dual focus by developing effective communication skills along with learning best-practice techniques for delivering outstanding customer service. The workshop culminates in the development of individual action plans to apply immediately in order to re-inforce new skills and understandings gained.
• The Right Attitude
• Effective Communication
• 5 Reasons for Communicating
• Planning for Communication
• Levels of Communication
• Appearance and Perception
• Positive Relating vs Negative Relating
• What Constitutes Great Customer Service?
• 10 Practices of Best Customer Service Providers
• What Customer Service Means to You
• Developing a Customer Service Mission Statement
• Dealing Effectively with Customers
• Assessing Your Customer Service Skills
• Essential Skills for Customer Service Roles
• Common Customer Service Mistakes
• Top 10 Behaviours to Cultivate
• Listening Skills
• Developing Empathy and Establishing Rapport
• Valuing the Customer
• Handling Difficult Customers
• 3 Step Method for when you have to say No
• Creating the Sounds of Quality
• Delivering Great Customer Service on the Telephone
• Creating an Action Plan for Providing Exceptional Customer Service
• Optional : The Internal Customer
