Overview

This lesson will give delegates an understanding of the importance of Customer Service for both the organisation and the individual. It will give them the tools and understanding to create strong and lasting customer relationships with internal and external customers. They will learn how to handle difficult situations and upset customers and how effective customer service will be productive for both them and the organisation.

Objectives

1. Understand how customer service creates revenue and healthy organisations
2. Understand the impact of poor customer service on the organisation and on the individual Appreciate how dealing effectively with customers can reduce personal stress at work
3. Identify internal and external customers and that they are equally as important
4. Build on listening strengths and reduce obstacles to listening
5. Effectively use problem-solving, questioning, and solution exploring techniques
6. Appreciate the power of words and using the correct body language
7. Recognise and respond effectively to specific customer behaviours
8. Convey unpleasant information and negotiate solutions

Course Content

By attending this lesson, delegates will:

1. Understand the importance of effective communication in customer service
2. Learn how to build rapport through relationship building
3. Dealing with difficult people and situations
4. Taking care of yourself by learning how to stay calm in difficult situations