Customer service

Aim

To understand why conflicts occur, how they can be healthy, and how to resolve them when they have a personal or organisational cost.

Objectives

At the end of the course all participants will be able to:

• Understand the importance of attitude, quality and consistency of service.
• To use effective questioning and listening techniques
• Understand what assertiveness is and the benefits of assertive behaviour in the workplace
• Understand different personality types and how to deal with awkward customers.

• Customer service experiences
• Charting the customer pathway
• The organisational pathway
• Valuing customers
• The 6 customer service skills to develop
• The power and use of words
• Listening techniques
• Questioning techniques
• The 5 steps towards assertiveness
• Dealing with different personality types
• Self assessment and action plan