Customer Service
This course gives participants the skills they require to address people in potentially difficult situations, will develop active listening skills, and develop understanding of empathy and the importance of good customer care for the development and maintenance of businessAims and Objectives: |
Participants who complete this course will be become skilled in the following areas:Diplomatic/tentative languageCommunication skills- listening successfully Developing empathy Strategy– developing successful skills for customer care |
Course Content: |
Diplomatic/tentative languageRecognition of language that is too direct and brusque for a native speakerLanguage input; structures that can be used to soften the impact of a message Role play 1; using tentative language in context Analysis; skills used in diffusing a conflict situation Role play 2; conflict resolution with peer review Communication skills- listening successfullyProblems of perception caused by passive listeningLanguage input; promoting positive communication Paraphrasing skills; rephrasing to promote understanding Role play; demonstrating active listening Feedback and analysis Role play; using strategies to deal with complex problems Developing empathyListening; analysis of poor customer service and its effectDiscussion; own experiences of poor customer service Language input; developing strategies to convey genuine concern to a customer Role play (recorded); analysing effectiveness through tone of voice Listening and discussion; appropriate reasons for poor service Discussion; recognition of delegate’s own previous failings with reasons Role play 2; peer review of delegate’s problem handling performance Strategy–successful skills for customer careDiscussion; understanding your personal impact on the customerRole play; the effect of pace and rate of engagement Language input; giving bad news and saying no constructively Peer assessed role play; individualised feedback for personal development |
Assesment/ |
Participants will be assessed by the trainer throughout the course. |
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