Essential Customer Service Skills
The courses include (Each session is 4 hours) :

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