The purpose of this course is to provide participants with the necessary skills to present the best possible image of the organisation in order to maintain and enhance customer satisfaction. . It also aims to enhance their interpersonal communication with other departments in the organisation.
The vital role played by customer service
Creating a positive impression of the organisation
The basic rules of customer service
The process of communication within the customer service cycle and dealing with other departments
Communication skills: listening, reading and questioning techniques
How to give feedback effectively
Dealing with challenging customers and conflict situations
Participants will also develop their writing skills with particular regard to:
Choosing the most appropriate language for the target audience
Tailoring the style and tone of the correspondence
Theoretical input plus interactive sessions where participants are encouraged to ask questions, make comments and share their own customer service experiences.
The course includes instructional videos (customer service scenarios), practical exercises and role-plays in which participants apply the theory and skills covered throughout the course.
The overall day will help facilitate team development and provide a forum for discussion and agreement on some key strategies/goals for implementation and moving forward.