This course is intended for anyone who deals with customers particularly over the telephone. It is particularly effective for workers in a call centre environment. However, the course has many applications and can be used to develop all sorts of customer service issues.
DurationCommunicating Difficult Messages, Conflict And Complaint Handling
This course is intended for anyone who deals with customers particularly over the telephone. It is particularly effective for workers in a call centre environment. However, the course has many applications and can be used to develop all sorts of customer service issues.
Customer service is one of the most important aspects of any business. It’s not just a question of reacting to your customer’s needs it’s also about defining what they really want, even when they are not sure themselves! The course will help participants react better to customer needs and deal with situations when they become difficult.
Objectives
At the end of the course participants will be able to:
Follow the five steps to assertiveness over the phone
Define their customers’ perceptions and how that affects their relationship
Explain the importance of being customer centred
Build rapport with their customers and maintain it
Deal with your own stress created by customer rage.
Deflect customer rage to a positive outcome
Analyse and adapt their behaviour when dealing with customers
Reframe negative statements into positives
Use four types of questioning to determine customer needs
Explain why complaints occur and identify methods of dealing with them
About Us
Skillsgen is a leading Training Provider in Merseyside & throughout the Northwest of England. We have been providing quality certified training for more than 15 years. All our training staff are skilled professionals with many years’ experience within the training industry with huge amounts of business and corporate style training & back ground knowledge. Our IT trainers are Microsoft Certified and go through annual checks for ongoing professional delivery as well as keeping them abreast of the latest Microsoft products.
With a strong background working with Microsoft to deliver the best IT training, we can provide training on all Microsoft products from desktop to technical subjects, as well as Microsoft MOS exams in our testing centre.
We complement our IT training with a range of Management & Leadership Skills from our Soft Skills Training portfolio. These courses provide a backbone of material for Supervisor and Managerial skills.
Our head office is based in Halewood, Liverpool close to the Jaguar Car Factory L24 9PZ. Here we run both public and closed courses in both IT and SoftSkills, ranging from beginner sessions through to Expert consultancy levels.
We have considerable experience in the design and delivery of corporate training rollouts working with our many clients to agree training objectives; needs analysis; outcome measurement and delivery schedules including delivery across shift systems. We will work with you to create courses using your own data and environment so that delegates can immediately apply their new skills to the workplace.
We will deliver training around the country and have delivered courses across England, Wales, Scotland and Northern Ireland as well as Jersey, Isle of Man, Belgium and even Dubai. So whether you require 1-1 consultancy or you have a corporate roll out to design and deliver then we can help. With our network of qualified trainers and instructors you can be confident that we will deliver your training exactly how you want it.
Introduction Overall, effective telephone communication plays a vital role in navigating challenging situations by providing immediate access, clarity, empathy, problem-solving capabilities, and relationship-building opportunities, ultimately contributing to better outcomes and smoother resolution ...
This course is designed to equip the learner with strategies to manage conflict with confidence, find creative solutions and make difficult decisions.
Recognising and resolving conflict is an essential skill that can be used by everyone both inside and outside the workplace. This workshop is designed to explore the essential skills used to handle conflict situations.
Often conflict issues in the workplace escalate as they are not tackled as they occur. Managers may be “too busy” to regularly check in on how employees are performing. Others don’t like confrontation and ‘hope’ issues will blow over if they ignore them. This is rarely the case.
Negotiating and handling conflict are essential skills in business today. Using the Thomas-Kilmann Conflict Mode Instrument (TKI) personality tool will help you and your teams become more effective. They will learn how to handle conflict both now and in the future.
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