Course description
Customer Service Skills - In Company
The primary aims of this one day instructor led course are to refine the communications skills and revitalise the attitudes that transmit real Customer Care and to assist participants to interact on the telephone with customers in a productive and positive manner. The first contact is a vital moment to establish credibility and it is important that a positive lasting impression is made every time. This course will ensure participants display the professional, polished image the organisation wishes to project, whether in a face to face setting or on the telephone.
Why choose Keys Training
- Over 25 years’ experience of delivering quality Microsoft & Business Skills training.
- All Trainers are Microsoft Certified or equivalent.
- Scheduled Public and In-house training throughout the UK.
What’s included
All our inhouse course fees include:
- Reasonable customisation
- Trainer travel
- Handouts and supporting reference material
- Course completion certificates
About the provider
Keys Training specialise in creating and delivering focused one-day instructor-led courses that cover Microsoft Office and Personal Development skills.
Upcoming start dates
Outcome / Qualification etc.
This course will benefit staff who have direct contact with customers or clients and who wish to improve their customer contact or reception and telephone skills.
Training Course Content
Why Customer Care
- Survival in today’s competitive market
- Customer levels of expectation
- The increasing importance of the “Human Factor”
- Customer profile – common denominators
- How attitudes change
- Different behaviours and personality types
The Customer Journey
- Making the first impression really count
- Maintaining the highest level of professionalism
- Best Customer Practice standards of excellence
- Codes of Behaviour
Strategies for handling the more demanding customer
The Power of Communication
- Telephone and reception basics
- Word power, Tone and Attitude
- Techniques for building rapport
- Transmitting and recognising Body Language
- Telephone best practice standards
- Active listening skills
Turning Problems into Opportunities
- Putting things right when they go wrong
- Solving customer problems
- Handling complaints
- Pooling knowledge to improve efficiency
Making a commitment to getting it right
- Maintaining a positive attitude and high energy
- Individual and team accountability
- Looking to the future
Why choose Keys Training
Over 25 years’ experience of delivering quality Microsoft & Business Skills training.
All Trainers are Microsoft Certified or equivalent.
Scheduled Public and Tailored In-house training throughout the UK.
Expenses
Number and currency up to 8 attendees: £745.00
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Keys Training
Keys Training® provides a Business Skills Training Service throughout the UK. We specialise in delivering one-day instructor-led courses that cover Microsoft Office and Personal Development Skills. Our training courses can be delivered on your site, at one of our venues...