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One Day Workshop
Course Outline
People involved in communicating with 'Customers' (internal
and external) will find this workshop enhances their skills and confidence
in handling customer interactions.
This training is designed for people
in Help Desk, Accounts, Service, Office Support and PA roles who would like
to increase their effectiveness in information exchange, active listening,
relationship building, complaints handling, and generating greater
customer satisfaction and loyalty
Course Content
Communication
Skills
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Understand the crucial role quality
customer service plays in ensuring the company's commercial success. |
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Discover
the importance of creating a positive and professional first
impression on phone callers and visitors. |
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Discuss
personal presentation and body language. |
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Consider the importance of vocal skills,
and how to improve them. |
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Understand
the benefits of asking questions in providing customer service. |
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Investigate
a variety of questioning styles to achieve specific outcomes, including open, closed, theoretical, reflective and
'alternatives' questions. |
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Employ
paraphrasing skills to ensure accuracy of understanding. |
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Develop
listening skills, and look into what creates barriers to our
listening, and how to overcome these issues. |
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Identify
behaviours for building rapport. |
Telephone
Techniques
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Investigate
and refine techniques for greeting and transferring callers, and
putting people on hold. |
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Discuss
how to take messages, and what information is necessary for maximum
effectiveness. |
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Utilise
guidelines for general telephone etiquette. |
Generating
Customer Loyalty
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Realise the impact of word of mouth
communication by dissatisfied and delighted customers - the dangers and
the opportunity for our business. |
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Consider the
'long-term value' of the
customer, and therefore the cost of poor customer service. |
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Understand
it takes more than 'satisfaction' to generate customer loyalty. |
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Consider
the distinction between 'service process' and 'service
outcome', including tips on improving the customer's experience of
both. |
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Identify
the 'Impression Points' of your business, and how to enhance them. |
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Consider
the effects of meeting (and exceeding) customer expectations. |
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Learn
techniques for responding to customers' complaints, upset or anger,
to ensure a positive outcome for the customer, and for you. |
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Recognise
what is required for the perception of service excellence. |
Time
Management
| Adopt
a practical process for managing appointments and tasks in a
systematic and consistent way. |
Copyright
© 2000 Barbara Hoadley
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Workshop Availability
The next 'Reception and Customer Service Skills' workshop will be in
Sydney on Wednesday
27th August, 9am-5.30pm.
After this the
workshop will run again on Wednesday 24th September, Wednesday 22nd
October, and Wednesday 3rd December 2008, 9am-5.30pm.
$400 per person, plus GST.
This course is also available as in-house
training.
Please contact me
for more information.
Quotes from Participants.....
'I feel my communication skills
have improved dramatically as a result of this course.'
'I liked the down to earth
approach.'
'It was good to look at how
making the customer happy leads to my job satisfaction - I feel more
inspired to try harder!'
'I think I can empathise better
with the customer now.'
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