Customer Service Training

Module One : Customer Service Communications Training

During this coaching programme, delegates will be made to understand the impact each one of them has on the service received by the customer. (The fact that we mention this first should tell you something about its up-front importance!) 

By identifying and understanding customers as well as their values, and by applying the correct behaviour, service levels will improve and customer loyalty will grow.

• Build rapport and connect – immediately
• Make an impact
• Why first impressions count
• Talk with confidence
• Get your message across
• Use your voice as a paintbrush: Professional voice techniques, including voice projection and tonality
• Listen proactively: The art of active listening
• Reassure and empathise
• Keep your energy levels up

Module Two: Negotiation Skills and Assertiveness Training

• Understand the irate customer
• Handle customer complaints
• Identify basic customer needs
• Identify gaps in service
• Determine strategies to close these gaps
• Getting it right – the second time
• Be assertive – not aggressive
• Diffuse anger: Turn questions and objections into positive responses
• What to say – and what not to say
• Address both the heart and the mind
• Be accurate at all times
• When consistency is the key
• Building trust

Module Three: Call Centre Training

In any efficient organisation, the voice on the other end of the phone is often the client's first and most important point of contact. The agent thus becomes the all-important voice of the organisation. It's a make-or-break role.

This workshop uses a targeted strategy of intensive role-play training. Delegates will be put through their paces in tailor-made role-play scenarios, and will be able to hear first-hand how they come across over the phone.

We'll work on:

• Talking with confidence
• Voice projection
• Tonality: Using the voice as a paintbrush
• Empathy
• Assertiveness versus aggression
• What to say – and what not to say
• Engaging with the caller
• Taking control of the call
• Phone techniques

Module Four: Executive PA Training

The Personal Assistant Communications Training Programme is a highly interactive communications workshop that will support Personal/Executive Assistants to develop the crucial skills necessary for successful encounters with clients.

The modules include:

• Customer Service Communications Training
• The Basics of Business Writing Skills
• Powerful Presenting Skills