Suitable for dealing with internal and external customers and colleagues

Who Should Attend?

Employees and individuals at all levels who communicate with customers by telephone, email or in person.

Learning Outcomes:

Increase productivity

Maintain a consistent and proactive approach to customer service

Build strong relationships with internal and external customers

Course Topics for Exceptional Customer Service:

Achieving Consistency in Service Delivery

Customer Focused Communication

Providing Solutions and Adding Value

Maintaining your reputation for excellent service

Learn how to keep calm and focused on the goal of working towards a win-win outcome that works for everyone

Who Should Attend?

Anyone dealing with difficult customer situations face to face, on the phone or via email or letter

Staff who manage complaints

Learning Outcomes:

Learn how to diffuse emotionally charged situations

Develop ways to remain calm and think clearly under pressure

Gain the confidence to know you can take the correct approach, however difficult the situation

Finding credible solutions to problems by understanding how to take a proactive approach to resolving issues

Course Topics for Dealing with Difficult Customers/Situations:

Working with Difficult Customer

Identifying the Customers’ Emotional and Practical Needs

Managing Customer Expectations

Dealing With Challenging Interactions

This course teaches people how to communicate in a manner that inspires the confidence and trust of a caller, and gives the best possible impression.

Who Should Attend?

Employees and individuals who would like to adopt a more confident, structured and positive approach to telephone conversations with customers

Staff who talk to customers and co-workers without being face-to-face with them.

Learning Outcomes:

Discover ways to create a positive first impression with customers, every time

Simple step-by-step techniques for common customer scenarios, so you feel confident during any customer interaction.

Learn how your voice, listening skills, posture and other advanced techniques help create the right impression.

Course Topics for Telephone Skills Training:

Structuring Telephone Conversation

Telephone Communication Skills

In this course, learners will discover why good email structure – including an appropriate greeting and a compelling call to action – gets results.

Who Should Attend?

Frontline staff who email customers and colleagues

Members of the management team who use email to communicate to staff and customers

Individuals seeking to improve an essential business communication skill

Those wishing to create a stepping stone from internal communications to customer relations roles.

Learning Outcomes:

Learn powerful writing and formatting techniques to engage customers and colleagues. Find out what should, and should not, be included in emails to reflect company policy and the law

Write well-structured and compelling emails that get a positive response from colleagues and customers

Apply writing and formatting skills to further engage your recipients and deepen your ability to persuade

Learn the dos and don’ts of professional email writing, so that personal and brand image is protected at all times

Course Topics on Email Etiquette Training:

Effective Email Structure

The email tools for business success

Powerful email writing

Email Netiquette

Managing Emails

Email and the Law

In this course we will help you to develop the techniques and confidence to manage conflict, resolve discrepancies, influence people and handle assumptions.

Who Should Attend?

People who want to be able to express their own views clearly and constructively based on the needs of others

Benefits of Effective Communication Skills Training:

We will support you to improve verbal and non-verbal communication skills and awareness in order to maximise time with customers

This course supports those attending to accept factual based criticism and control their reactions. We will empower you to feel confident in saying “no” to customers and to provide alternative solutions in order to resolve discrepancies.

Who Should Attend?

Staff members who struggle to respect or listen to the views of others

Passive staff who lack confidence and self-esteem when dealing with conflict involving customers.

Learning Outcomes:

We will show you how to develop various strategies to express your views whilst taking into account the views of others

Active listening techniques

Effective questioning

Manage conflict & resolve discrepancies

Rapport Building, Matching & Mirroring

Communication Awareness

In this training course we will increase your knowledge and awareness of the Front Desk role

Who Should Attend?

Staff members who struggle to respect or listen to the views of others

Passive staff who lack confidence and self-esteem when dealing with conflict involving customers.

Benefits of Front Desk Training:

Significant character qualities of a front desk staff include great communication skills, professional telephone etiquette, excellent multitasking skills and exceptional customer service skills.

This course is designed to:

Develop the behavioural qualities and skills of a professional front desk staff

Review the front desk and possible misinterpretations made by internal and external customers when interacting with receptionists

Help you to create a positive and seamless customer experience in line with your organisation’s values.

Develop the key skills necessary to lead a motivated and productive team

Who Should Attend?

New Managers, Existing Managers or individuals wanting to develop their career prospects

Course Topics for Managers

Defining the management role

Identifying strengths and personal development areas

Defining management styles and how these affect the team

Analysing team strengths and development areas

Planning team effort and setting smart objectives

Understanding motivation – quick wins to meet team expectations

Effective delegation