Customer expectations of service keep getting higher. This programme takes a practical yet light-hearted approach to the challenges of providing effective service. It coaches people in the important etiquette for dealing with customers and teaches useable skills in handling difficult situations.
DurationCustomer expectations of service keep getting higher. This programme takes a practical yet light-hearted approach to the challenges of providing effective service. It coaches people in the important etiquette for dealing with customers and teaches useable skills in handling difficult situations.
Service:
Communicate for service
Many service roles face a unique set of communication challenges. Our specialised courses deal with these challenges in a practical and enjoyable way.
Your key role in service
Good and bad service in today’s rapidly changing world
Your crucial role
What do people want?
The six basic needs of customers
What can you do about these needs?
Face to face with your customers
Using an effective system
Active listening – the key to client communication
The client is always right, even if you have to say no
How to take the ‘can-do’ approach
Telephone dynamics
Handling the etiquette of the call
Projecting a friendly professional impression
The three keys to a good telephone voice
Handling the difficult client
The four step system for managing the angry client
Dealing with common difficult types
Putting on your professional raincoat so you defuse the anger
The ‘can-do no for client service
Moving on with service
Ten key client service habits
22 years of training and development experience makes us experts in our field. In over two decades, we’ve worked across the government, corporate and professional services sectors; training and coaching people ranging from senior managers to raw recruits.
We practice what we preach and are involved in a wide range of communication initiatives. In our outside work time, we also serve on various boards.
Aand community committees. In 1998, Communicate was awarded the ITC Communicator of the Year to reflected and acknowledge our emphasis on good communication.
The Telephone Skills Training course in New Zealand will provide your staff with the awareness and skills they need to handle phone calls with a higher level of professionalism. This will ensure that a positive image of your organisation is reinforced and strengthened with every conversation.
In this fun and exciting customer service training course you will learn to recognise how your attitude impacts on your interactions, you'll learn how to apply techniques to generate repeat business, develop top-level telephone skills, learn how to deal with difficult customers.
Our 19-week prep course will give you a taste of working in the Customer Service field at no cost. Study with us to build your knowledge of these career paths now. Includes Unit Standard Credits towards NCEA.
Equip your staff with a ‘customer focused and can do attitude’ along with the self-assurance to deliver service excellence to a wide range of customers with professionalism, confidence and pride, even the more challenging or complaining ones! A win-win for your customers, your business and staf...
This workshop covers: identifying your customers; what customer service is and isn’t; customer service in relation to internal and external customers; evaluating the customer service standards currently being practiced in the workplace; setting SMART goals to improve your customer’s service
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