Customer Service Skills

Overview

This course teaches delegates the importance of good customer service and equips them with the skills required to achieve this. This course shows delegates how to build excellent relationships with their customers and identify business opportunities.

Target Audience

Those involved with customer service who would like to improve their interactions with customers by developing their communications skills.

Outcomes

To understand telephone etiquette
To understand the objectives of customer interaction
To develop listening skills
To understand customer intention
To understand the sales process
To identify the capability of own company
To turn an incoming call into a business opportunity
To build better relationships with customers
To adapt to different customer styles
To deal with difficult customers

Course Contents

The contents may include the following topics:

Do’s and Don’ts of interacting with customers on the phone
Importance of professional customer service
Overall aims of correct customer management
Exercises to reinforce and improve listening skills
Customer intention and the opportunity for own company
The sales process
Company capability
Identifying business opportunities
Probing skills
Relationship building
The business focussed vs relationship focussed customer
Dealing with difficult people