Programme
Module 1: Customer Service – Getting it Great and Getting it Right
You will learn:
- Delivering the first-class service your customers want
- 4Ps of customer service that make a difference
- Projecting the right image – your brand matters
- Analysing your customers’ moments of truth
- Action points
Pre-course – consider times when you have received a negative and an exceptional customer service
Module 2: Telephone Skills – Tone, Pace and Techniques
You will learn:
- They can’t see you! Developing an empathetic and positive telephone style
- Best practice techniques for handling different types of calls
- Projecting the right attitude – OK Corral – sound like it matters
- Dealing with difficult callers – are they sad, stressed, angry and anxious
Pre course - to consider how you handle calls at present and a difficult call scenario to share
Module 3: A Positive Mental Attitude – Keeping Yourself Sane
You will learn:
- How to plan a completely proactive and positive approach
- Controlling your inner dialogue
- Pessimistic v optimistic mindset, recognise and deal with yours
- Being solution focused – a path that works for you and your customer
- Action points
Pre-course – to consider the advantages of an optimistic approach
Post module and post course:
Action Planning tool to focus on the changes you want to make and how to make them stick.
