Who Should Attend
Anyone who deals directly with external customers and suppliers and who is required maintain a professional approach to establishing and meeting customers’ needs on a day to day basis.
Overview
This workshop focuses on the importance of conveying the right image of the organisation to customers and suppliers in both face-to-face and telephone situations. Delegates will learn how to improve their performance and interpersonal skills using a range of communication skills and techniques. They will increase their awareness of the increasing expectations and needs of both internal and external customers, and focus their attention on developing a professional and consistent approach to dealing with customers and suppliers.
Outcomes
What you will be able to do:
- Create the right impression to customers both face-to-face and over the telephone
- Build a rapport quickly with callers and visitors
- Identify customer needs and expectations using key questioning and listening skills
- Handle incoming and outgoing calls effectively
- Deal confidently, calmly and courteously when dealing with telephone callers and visitors
- Respond to difficult situations in an assertive and positive way when handling people face to face and on the telephone
- Remain calm and courteous when dealing with telephone callers and visitors simultaneously
- Respond to difficult situations face-to-face or on the telephone in an assertive and positive manner
Content
- Creating a professional impression of your organisation – the key elements of a professional standard of customer service
- Skills and behaviours necessary to deliver excellent service
- Presenting yourself; projecting a professional image, verbal and non-verbal communication skills
- Meeting visitors and developing rapport quickly
- Telephone tactics; making, receiving and transferring telephone calls, dealing efficiently and effectively with telephone enquirires
- Message taking; questioning skills, listening techniques, taking messages accurately
- Dealing with difficult situations; handling difficult telephone callers, coping with difficult visitors, diffusing angry situations
Pre-Course Work
None required.
DURATION: 1 Day
