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
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:
This course is the antidote to those courses that cover topics like this “if you’re not serving a customer you are serving someone who does” and “pick up the call within three rings”; Blindingly obvious, not much use, and easily forgotten.
Dealing with Customers is about what you can do in any customer facing or listening situation to deliver a great and memorable experience - with confidence. It will make you think about how you do things right now and what you can do to change any “bad habits” you might have. Please note: we can build this course with scenarios, recordings and content that are specific to your company or marketplace.
Course Style:
This is a full day, course. For up to 15 delegates.
Course Content:
- What is exceptional service?
- What is attitude and who controls it?
- “You’re fired!” Why do customers “fire” companies?
- The Moments of Truth when you can make a difference
- Good customer service goes against human nature - discuss
- The “me” I present to “you”. Keeping your instinctive responses in check
- Taking control of the first 120 milliseconds - avoiding negative thinking
- Active listening, reflecting back and asking question in a non-judgmental way
- Why, and how, you can always agree with the way your customer feels
- Delivering bad news
- Focusing on what you can do - not what you can’t
Content not quite what you are looking for?
Contact us...we are happy to modify any course to suit your exact needs.
Dealing with Customers
“A day of practical advice that you can use straightaway”