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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 business

Aims and Objectives:

Participants who complete this course will be become skilled in the following areas:
Diplomatic/tentative language
Communication skills- listening successfully
Developing empathy
Strategy– developing successful skills for customer care

Course Content:

Diplomatic/tentative language
Recognition of language that is too direct and brusque for a native speaker
Language 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 successfully
Problems of perception caused by passive listening
Language 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 empathy
Listening; analysis of poor customer service and its effect
Discussion; 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 care
Discussion; understanding your personal impact on the customer
Role 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/
Evaluation:

Participants will be assessed by the trainer throughout the course.