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Customer service
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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.
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- 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
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