CUSTOMER SERVICE

OVERVIEW

This course has been designed to help you develop an understanding of effective customer service and build upon both your competence and confidence as . . .

You will benefit from both the tutor’s and your colleagues’ experience to help you recognise professionalism and develop your interpersonal skills in a sustainable way, finding new ways of approaching many situations. How can we get more satisfaction from the working day and diffuse potentially difficult situations? How can we provide a service we can be proud of with minimum stress to ourselves? We will answer these and many more questions which will benefit our customers, our organisation and ourselves. Your tutor, Sylvia Vacher, looks forward to meeting you.

CONTENT

What is professional customer service?
Who are our customers?
Developing sustainable behaviours
Interpersonal skills for customer focus
Exploring helping and hindering behaviours
Developing effective listening and body language
Handling conflict and criticism
The verbal handshake and telephone skills
Wiser working for the customer team
Action planning for personal development

Objectives Training and Development was set up by Sylvia Vacher MA BA(Hons) MCIPD FAETC in 1989 to: “Provide training and development services, for both individuals and organisations, enabling them to identify and achieve their objectives in a positive, healthy and fulfilling way” Sylvia believes that the way to achieve this is by identifying and developing Sustainable Behaviours and encouraging Wiser Working at an individual, team and corporate level. Sylvia’s training style is dynamic, participatory and effective.