Customer Service Skills Training provides, Participants attending this training course will gain skills and confidence in all main aspects of front-desk reception activities.

Course Layout

Image and Presentation – The Companies instead yours:

Understand the importance of creating a positive on the other hand professional first impression on phone callers and visitors
Discuss personal presentation instead grooming, as well as maintaining a professional image for the reception area

Communication Skills

Analyze how we are perceived when we communicate, and what contributes to positive speech and body language behaviors
Understand the benefits of asking questions in providing customer service
Investigate a variety of questioning styles to achieve specific outcomes
Employ paraphrasing skills to ensure accuracy of understanding
Develop listening skills, and look into what creates barriers to our listening and how to overcome these issues
Identify behaviors for building rapport

Telephone Techniques:

Investigate and refine techniques for greeting and transferring callers, conversely putting people on hold
Discuss how to take messages, and what information is necessary for maximum effectiveness
Utilize guidelines for general telephone etiquette
Identify effective methods of deflecting sales conversely marketing phone calls, balancing courtesy together with assertiveness

Generating Customer Loyalty

Understand it takes more than ‘satisfaction’ to generate customer loyalty
Realize the impact of word-of-mouth communication by dissatisfied as a matter of fact delighted customers
Consider the distinction between ‘service process’ and ‘service outcome’, including tips on improving the customer’s experience of both
Identify the ‘Impression Points’ of your business, and how to enhance them
Consider the effects of meeting (and exceeding) customer expectations
Learn techniques, as a result, responding to customers’ complaints, upset or anger, to ensure a positive outcome for the customer, and for you
Recognize what is required for the perception of service excellence

Time Management:

Adopt a practical process for managing appointments and tasks in a systematic instead consistent way.

Through these courses, participants will achieve an immeasurable understanding of the principles of good client co-operation. Further, enhance the company’s reputation including also to enable them to identify. Secure other roles and opportunities whilst liaising with their clients. This course will guarantee participants achieve a substantial understanding of the key advantages and skills required to provide a high test of customer service.

Training Methodology

1:1 Training

We follow the coaching approach. The 1:1 training is proven effective as you get desired skills while getting specific detailed feedback. You can get your specific needs addressed which is not possible in a group setup.

We use a combination of powerpoint presentations, role plays, games, activities, case studies and discussions to enhance the training effectiveness.