Customer Service Skills Training
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
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
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.