Details
Ideal for those with a background in, or are new to sales and customer service related roles. Professionals looking to refresh and update their understanding of latest customer service trends/best practice.
- Appreciate your interactions at a customer and organisational level
- Understand how customer care works and ways to apply to your customer
- Take ownership and manage customer expectations
- Confidently deal with challenging situations and customers
- Discover the benefits of a positive mental attitude
- Communicate authentically and with confidence
- Interpret both verbal and non-verbal cues
- Broaden your communication tool set to improve rapport and influencing skills
- Examine methods of building rapport and changing attitude and perception through communication tools
- Determine the appropriate method of communication
Outline
Managing Customer Expectations
Customer profiles and their expectations
Understanding customer perception
Customer service and it's impact to business
What is customer service?
The customer journey
Improving customer satisfaction
Benefits to the business from excellent customer service
Communication breakdown
Typical customer issue scenarios
Importance of ownership
The top 3 tools to rebuild communication and trust
Positive mental attitude
Being proactive
Self awareness and influence on others
Emotional intelligence
Be a powerful communicator
Tone of voice
Body language
Active listening
Being authentic and building rapport
Style of language
Types of communication
Planning a customer interaction
Set the purpose and allocate time
Ensure sufficient research and solutions are in place
Being calm under pressure
Personality types
Ownership of our actions
Knowing how to be assertive but not aggressive
Developing coping strategies
Key course takeaways and agreed next steps
Role play scenarios
Examples of excellent customer service, turnarounds
Personal plan of action
Best STL seeks to provide unrivalled value and quality service, enabled by our unique business model.
We offer a wide range of business application and management training courses. Best STL (formerly Best Training) have been offering Microsoft training courses since 1992.
We are the number 1 provider for MS Office training and consultancy in the UK offering London's largest schedule of genuine dates (414 as of 7:50pm Wed).
Our 98%+ recommendation rate endorses our approach to long-term mutually beneficial relationships.
We offer training at all levels from assisting with rollouts & upgrades to Office 2013, Office 365 & Office 2010 and all skill levels, from beginners to advanced and beyond. If that's not enough we're happy to offer tailored training sessions to meet your needs precisely.
Our training team are also experienced in running Training Needs Analysis (TNA), bespoke course development for performance led training, project managed Training Rollouts and consultancy services.
We don't just train Microsoft Office, we also offer VBA, Data analysis & reporting, as well as Excel financial modelling courses, and more besides. So browse our schedule to see what we can do for you. If you don't see what you're after, get in touch. ...
Related Courses
