Other courses from In-house
Customer Service
- Customer Service ABC
- Dealing with Customers
- Dealing with Difficult Situations
- Listening Skills Workshop
- Assertiveness Workshop
- Customer Re-focus
- ICS First Impressions
Selling Skills
Home Demonstration
Home Handover
In-house Research and Training Ltd
24 Borough Fields, Wootton Bassett, Wilts, SN4 7AX
www.inhouse.uk.net | info@inhouse.uk.net | 01793 848455
Course Information Sheet
Overview:
To provide a successful and welcoming customer experience we need to understand how we behave - especially sub-consciously - towards customers and how we react to their behaviour.
This important course focuses on the key behaviours involved in delivering a memorable customer experience.
Course Style
This is a full day, course. For up to 15 delegates.
Course Content:
- Defining the internal and external customer and what causes dissatisfaction
- Understanding reactive triggers and how to control them.
- Aggressive/Submissive/Assertive Behaviour and Communication
- Rights, Opinions and tolerance
- Tone of Voice & Body Language/Being aware of your “auto pilot”
- How to listen rather than hear and avoid ‘voices in your head’
- Empathy and overcoming empathy fear
- Communication, Words and phrases, Email and Telephone
- Saying ‘NO’ & Dealing with Aggression
- Dealing with the issue NOT the emotion/Staying in control
Content not quite what you are looking for?
Contact us...we are happy to modify any course to suit your exact needs.
Customer Service ABC
“Deliver memorable customer experiences”
