Customer Service Skills – 1 Day Course

Who should attend?

• Customer support professionals
• Managers and supervisors of customer support personnel

Course Description

Customer Support Professionals learn the effects of poor customer service on both the organization and themselves. They identify their internal and external customers and focus on meeting their customer’s needs. They learn specific techniques to improve communication and problem-solving skills. The course includes relevant examples, case studies, and exercises customized to reflect the challenges of working in a customer support environment.

Course Content

Introduction
Customer Service Defined
Benefits of Good Customer Service
Why Give Good Customer Service?
How Customers Measure Service

Defining Customer Service
What Is Your Job?
What Are Your Products Or Services?
Who Are Your Customers?
Identifying Customer Needs

Effective Communication Skills
Verbal and Non-verbal
Questioning Techniques
Active Listening
Winning Communication on the Phone

Behaviour Styles
Assertive, Passive, Aggressive Behaviours Defined
Behaviour Comparisons
Exercise: Assertiveness Inventory
How Your Behaviour Effects Others
The Give and Take of Assertiveness
Say “No” Appropriately
Give and Receive Feedback

Developing Assertive Behaviours
Give and Receive Feedback
Say “No” Appropriately
Express Anger/Annoyance Assertively
Dealing with Emotional Situations

Dealing Effectively with Conflict
Dealing With Difficult People/Situations
Learn From Your Customers
Supportive Alternatives When Handling Complaints/Criticism

Problem-Solving Skills
Let Customers Help Solve Problems
Action Plan