Advanced Customer Service and Communication Skills Training

dancing lion training & consultancy
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  • Curso
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Outstanding customer service over the telephone is characterized by a degree of responsiveness, attentiveness and willingness to help that that is perceived as superior in the mind of the customer. Whilst the customer may not be able to say why the service is superior in specific behavioural terms, it is experienced as real and makes them want to tell others about it and come back for more. In this stimulating and highly interactive 2 day programme, participants develop their existing interpersonal skills and knowledge to go beyond typical service delivery.

Informação importante
Quais são os objetivos da formação?

❖A team with advanced communication and customer service skills who can generate customer goodwill and loyalty at will.
❖Greater consistency in working practices across the team.
❖Higher staff job satisfaction
❖Higher customer satisfaction scores
❖Reduced complaints


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O que se aprende nesse curso?

Telephone Skills
Customer Care
Communication Skills
Strategic Planning
Strategy Development
Strategic Business Management
Communication Training
Telephone answering
Customer Manager
Communication Journalism
Telephone management


Programme objectivesTo assist participants to hone and expand their existing telephone communication and customer service skills so they can provide an excellent service to customers, worthy of ‘best in class’ categorisation.
This course will enable participants to:

❖discover how to elicit the customers desired channel for communication or internal representation system
❖recognise what’s important to the customer through their use of words and phrases
❖develop their ability to put yourself in the customer’s place
❖learn how to tailor their responses to the customer’s mindset and expectations
❖discover techniques to help them ‘read between the lines’ to identify what the customer is really saying.
❖develop powerful communication strategies to assist them resolve conflict
❖build rapport with customers at any time, even those with different communication styles to the agent’s own
❖practice methods for building customer satisfaction and loyalty
❖learn advanced verbal and non verbal communication tools.