Communication Skills for Great Service
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The aim of this course is to provide you with some basic tools to serve customers; and to give you practical ways of using the tools in your role. We aim to make you better communicators
, by the end of the day you will have:
- Communicated more effectively by redefining what great looks like
- Discussed how important Rapport, Empathy, Questioning and Listening are
- Gained a better understanding of who your customers are and why they behave the way they do
- Worked on positive/assertive words you can use to increase your impact
- Practiced challenging situations using persuasive techniques
- Review poor customer service examples in order to be clear on what is unacceptable
- Discover what skills are required to give great customer services and review where the delegates skills currently are
- Practice communication skills – Rapport, Empathy, Questioning, Listening and Positive language
- Understand your customers through mapping their journeys and listing challenging customer types and scenarios
- Introduced to a persuasion model and practiced them in safe scenarios
- Role Played using all the skills learned during the workshop using the challenging scenarios created.