Customer Service Skills

This one day course equips delegates with the skills to deliver consistent service excellence. The programme covers a wide range of strategies and techniques to improve communication and influencing skills as well as focusing on the importance of an assertive behavioural style. It will enable delegates to handle difficult situations more effectively and achieve increased customer satisfaction and loyalty.

Duration	Price
1 Day (option of 2 day course available on request)	£ 250

Course Overview

Download course details
CSS.pdf

Defining Service Excellence

What makes service memorable
Consequences of good/bad service experiences
What's in it for me?

Incoming Calls

First and lasting impressions
Key stages of the call
Achieving seamless service

Preparing to make calls

Planning and preparation
Telephone personalities

Telephone Vs Face-to-face Communication

Practical / psychological advantages and disadvantages

Questioning Techniques

Why do we ask questions
Different types of questions

Listening Skills

Poor listening habits
Listening more effectively

Assertive, Aggressive and Submissive Behaviour

Defining behavioural types
What makes us behave the way we do?

Assertiveness Techniques

Broken record
Negative and Positive Enquiry
Negative and Positive Assertion
Fogging

Influencing Styles and Strategies

15 ways to positively influence the outcome of a situation

Influencing Strategies Model

Push behaviours
Pull behaviours
Moving away behaviours

Managing Difficult Situations

Handling Complaints
The angry customer
Saying 'No' to the customer
Solutions to customer problems

Quiz

Practical Session

If booking more than one delegate or would like to discuss the course with a member of the Training Team, please contact the Mass Training Centre on 01189 778560