List of programmes

 

CUSTOMER SERVICE SKILLS

Medium: Public and In-house   Location:
Public Course - Wellington
 
In-house - By Arrangement

Costs: Public Course - $595+GST   Dates:
13 September
15 December
  In-house - On application  
In-house - By Arrangement

INTRODUCTION

To provide an effective service in today's results orientated environment requires many skills. We must have not only a commitment to our work but also an ability to handle both ourselves and our customers effectively

We must be able to relate to people with diverse backgrounds and differing abilities and understand their needs. We must also be able to meet the demands of even the most challenging customers in a professional manner while at the same time cope with the demands our service role requires of us.

OBJECTIVE

The objective of this one day programme is to assist staff in developing the key skills required to ensure that the service provided to clients is of the highest possible standard, that customer satisfaction with the service provided is increased and that ultimately the success of their organisation is enhanced.

CONTENT

Content of the workshop is as follows:

Customer Service Overview

  • What is customer service?
  • Key habits, skills and behaviours for effective customer service
  • Factors which make customer service difficult
  • Your attitude to customer service
  • Taking responsibility for customer service.

Managing Customers Successfully

  • Different social styles of behaviour and their impact on service
  • Working with challenging customers
  • Getting our message across effectively
  • Handling criticism from customers constructively
  • Keeping conflict to a minimum
  • Dealing with objections and obstacles
  • Using negotiation skills for quality outcomes
  • Conveying "bad news" constructively
  • Dealing with negative, upset or stressed customers.

Creating a Customer Service Culture

  • Developing a Customer Service matrix
  • Proactive customer communication
  • Developing action plans for the future.

 

  • For details of our public course dates click here
  • To book on to a public course click here
  • To contact us about a customised in-house programme for presentation on the site of your choice click here
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