Customer Service Excellence

1024-SS-CS-101

Duration

1 Day  |  In-house at your offices or live online  |  Minimum 5 delegates

Description

Service wins the game. Practical skills and role plays for staff who deal with customers every day. Customer service is an attitude, not a department. This motivational workshop moves teams from knowing that service matters to delivering it every day. The morning covers service principles, communication and listening. The afternoon is practice, with face-to-face role plays and mock calls dealing with conflict, anger and difficult conversations.

Who should attend

All customer-facing staff and their supervisors.

What you’ll learn

• Apply the service principles customers value most
• Communicate and listen so customers feel understood
• Use EQ and empathy under pressure
• Approach conflict constructively and assertively
• Negotiate solutions with difficult customers

Course topics

• What great customer service looks like
• Communication basics and non-verbal behaviour
• Communicating in conflict
• Emotional intelligence for service
• Why stress makes customers difficult
• Resolving conflict and negotiating solutions

How it works

On-site: we train at your offices for a minimum of 5 delegates. You provide the venue and refreshments and 1024 Training supplies all workshop material.

Online: we train live and remotely for a minimum of 5 delegates, with all material supplied electronically.