Essential Customer Service Skills

The courses include (Each session is 4 hours) :

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SESSION 34 - Building Customer Focus

  • The benefits of great service – for you and the customer!
  • Who are your customers?
  • Understanding and clarifying your customer’s needs
  • Meeting your customer’s needs
  • The importance of initiative and being pro-active
  • Projecting the appropriate image to your customers
  • Developing trust and rapport
  • Building confidence and integrity
  • The importance of follow-up

SESSION 35 - Advanced Customer Service Skills

  • Delivering professional customer service
  • Giving individualised service
  • Enhancing your service style – lifting the bar!
  • Appropriate problem management
  • Focusing on the need rather than the problem
  • Identifying other opportunities
  • Developing and maintaining a positive attitude
  • Business Acumen
  • Awareness of the bigger picture
  • The role we play
  • Cause & Effect
  • Customer service in a changing environment
SESSION 36 - Customer Communication Skills

  • What is effective communication?
  • The key elements of effective communication
  • Active listening
  • Using appropriate language
  • Giving clear information and explanations
  • Overcoming the barriers to communication
  • Physical barriers
  • Psychological barriers
  • Semantic barriers
  • Using positive communication
  • Communication via email – when to use and how
  • Understanding and interpreting body language

SESSION 37 - Telephone Techniques

  • Telephone communication skills
  • Managing inbound and outbound calls
  • Opening the call
  • Closing the call
  • Your speaking voice – the importance of confidence
  • Using the right words, tone, intonation and speed
  • Managing the body of the call
  • Controlling the call
  • Guidelines for screening calls
  • Putting the caller on hold
  • Transferring a call
  • Taking messages
  • Call time management
SESSION 39 - Appropriate Assertiveness

  • Understanding your natural influence style
  • Being direct in your communication
  • Showing consideration for customers
  • Being assertive without being aggressive
  • Taking control – avoiding passiveness
  • Why assertive communication is most effective
  • Building assertiveness using the ASERT process
  • Analysing the situation
  • Stating your position – feedback
  • Evaluating nonverbal behaviours
  • Receiving feedback
  • Testing for understanding
  • Application and response planning for future situations

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