This one day course is aimed at the technical people in your organisation who have been required to communicate with users and clients. The aim is to take the learner to the next level of customer service skill. If they fully understand their own communication styles and how to interact with others, the course will give additional insight around customer and user interaction.
Most suitable for those who:
Meet Clients Regularly
Why are clients and users important?
What is in it for you?
Saying what you mean
Understanding the things you don't say (non verbal communication)
How to ask the right questions and respond appropriately
Interacting positively with customers and users
Establishing what the customer or user needs
Making the customer feel valued
The telephone has eyes too
How to manage difficult customers
How to give a customer bad news and make it a professional experience for everyone
This runs as an online or face-to-face course for a specific company.
This course can be combined with Improved Customer Service Skills for Technical Professionals as part of a leadership or professionalism curriculum.