Professional Customer Service

When dealing with clients and customers, so much is about the perception they have of the organisation which is gleaned partially from their interactions with you. This course is about ensuring we create the best impression possible even when dealing with the more demanding clients. During the course we will cover communicating effectively at all levels, managing the difficult situations professionally and assertively by email on the telephone and face to face and developing relationships even when we have to deliver unwelcome news.

What will I learn?

Benefits and barriers to excellent customer service
Importance of effective communication
Questioning and Listening Skills
Importance of assertiveness
Handling demanding situations
Consolidation exercise

Am I Suitable?

Anyone dealing with internal or external customers

What are the course objectives?

Identify limitations to the service now offered
Professional communication
How to get the most from your questions and improve your listening
Handling complaints and delivering unwelcome news
Dealing with difficult situations and people
Identify tools for dealing with personal challenges

Duration:

1 day

Price:

£280 individually / £895+VAT incompany

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* Expenses will be charged as extra outside London