We frequently hear organisations stating:
‘The most important person in our organisation is the customer’ but simply stating it is not enough. Effective customer service requires everyone in the organisation to not only believe it but also to have the skills necessary to apply it. Effective customer service means putting people first and understanding how customers react to the things we say and the way we behave. This short course is designed to explain the human factor and to give delegates a greater understanding of how behavioural research can provide them with both an understanding of and the confidence to deliver first class service. Each course is tailored to reflect the sector involved but indicative content includes:
- Who is our customer – internal or external?
- First impressions
- Influencing skills and NLP
- What makes Communication effective
- Listening skills
- Telephone techniques
- Understanding customer needs and establishing rapport
- How to establish empathy and gain trust
- Handling complaints and objections
The only entry requirements are an open mind and a willingness to learn.
English Language Requirements
The courses are presented in English. It will assist you to have written as well as language skills in English.
For further information complete the enquiry form or call 0151 486 6737.