Open Management, Personal Development and Marketing Short Courses

All can be tailored and run at your organisation in-house

Further Information

Professional Coaching

A partnering process to help you achieve your personal and professional goals.

Further Information

Health and Safety and IT Training

Please email mail@citd.co.uk for further information

Training Needs Analysis and Bespoke In-Company Training

 

Further Information

Qualification Programmes

For further information on ITIL, WORLDHOST etc please email mail@citd.co.uk

Exceptional Customer Service and Telephone Skills


Help: View Details on the icons Printable version of this course Email this course to a friend Book this course online
When
:
THIS COURSE HAS ALREADY OCCURRED
Length
:
1 day
Location
:
Grand Hotel Park Suites
Course Fee
:
£325
   
View other Customer Service courses

This Exceptional Customer Service and Telephone Skills course also occurs on :

FOR:

 

All who wish to become more effective in communicating a professional image of themselves and their organisation on the telephone and face-to-face.    The course could also be beneficial for Receptionists.

 

 

 

OBJECTIVES:

 

By the end of the course delegates will :-

 

·        Understand the importance of client/customer care

·        Be better able to project a professional image both face-to-face and on the telephone

·        Have developed their communication skills

·        Know how to build effective client/customer relationships both externally and internally

·        Be able to handle more difficult situations with clients/customers

 

 

 

METHOD:

 

This course is highly participative with group discussions and short role play.

 

 

 

 

 

EXCEPTIONAL CLIENT/CUSTOMER SERVICE & TELEPHONE SKILLS

 

PROGRAMME:

 

0900        Welcome and introductions

              Objectives of the course

 

 

                    IMPORTANCE OF POSITIVE CLIENT/CUSTOMER CARE

 

·        Who are our clients/customers ?

·        What are their expectations ?

·        How individuals can affect the reputation and success of an organisation

·        Benefits of providing excellent service

·        Importance of client/service giver chain

 

PROJECTING THE RIGHT IMAGE

 

·        What impression do we make ?

·        Identifying the "moments of truth" both face-to-face at reception and on the telephone

·        Developing service standards to meet client/customer expectations

 

EFFECTIVE COMMUNICATION

 

·        Skills required on the telephone and face-to-face

·        Maintaining a positive approach

·        Dealing assertively with clients/customers requests

·        Role play

 

HANDLING MORE DIFFICULT SITUATIONS

 

·        Dealing with more difficult situations with client/customers

·        Turning complaints into compliments

 

LEARNING POINTS AND ACTION PLANNING

Company | Courses | CPD | Members | Privacy Policy
Channel Islands Training & Development Ltd.
Free membership service book online now. Or call us on 01534 737701