Customer Service Skills

What will you learn?

This course will show you why managing customers’ expectations and handling dissatisfaction are vital to an organisation’s success. We will teach you how to act in a professional manner in person and on the phone. We will demonstrate the importance of managing your client’s expectations. We will teach you skills and techniques to help you become a better listener and to elicit important information in a friendly and professional manner.

Course Content

• Why exceeding your customers’ expectations should be the norm. Being the Ambassador
• Understanding your customers’ needs, styles, sense of value and expected service
• Everything counts! How to recognize the balance between competency and genuine empathy
• The communication process
• Influencing over the telephone
• Engaged listening and encouraging
• What is your personal style and what is your customer’s
• When customers are difficult or challenging – don’t take it personally
• Managing difficult situations with confidence and knowledge
• Difficult styles – behaviours exhibited and coping strategies

This course is designed for anyone who has a client facing role who wants to make their job easier by being able to communicate in a professional and constructive way with clients.