Customer Care & Communication Customer Service Essentials Satisfied customers are paramount to business success. Understanding and meeting customer needs is an essential skill for staff across all customer facing roles. The impact of poor customer relations can be felt directly on the bottom line. To delight your customers, your staff needs to think like them, respond to their needs and deliver promises. This course will develop the essential people skills that are at the heart of quality customer care.
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1 Day
Chamber Member £195 Non Member £215
Key Content Inspire excellent customer care in today's competitive market place Developing effective customer communications Understanding the role of ‘back-office’ and other support services in delivering good service Creating and maintaining positive customer relationships Handling complaints positively and gaining feedback to improve service delivery
Professional Telephone Techniques First impressions count and personnel who deal with internal and external queries are often the first point of telephone contact. This course is designed for people who are required to handle all situations using the telephone as part of their role in a professional and courteous manner. It will enable delegates to acquire the skills to break down communication barriers and respond to the needs of the caller.
1 Day Chamber Member £195 Non Member £215
Key Content Recognising the impact of voice and tone Using listening skills and questioning techniques Effective handling of difficult callers Increasing confidence to deal with calls competently Delivering messages promptly and accurately
Effective Communication & Assertiveness Establishing your personal communication style and identifying how it impacts on others will have a positive effect on you and those around you. Delegates will learn the essential skill of communication and how to use their style to influence others, remain in control and develop self confidence when managing personal interaction.
1 Day Chamber Member £195 Non Member £215
Key Content Understanding the types of communication including oral, written, visual, electronic along with the advantages and disadvantages of each Overcoming barriers to effective communication Recognising how to be assertive without demonstrating aggressive behaviour Handling difficult people in a positive manner Understanding the use of feedback to check effectiveness of communication
“CWT is now our sole training provider because of the trust and confidence that we have in them to provide the training results that we require to help meet our business needs” Jerry Leach, Managing Director, Sage Roofing Ltd.
024 7623 1122
events@cwtcov.co.uk
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www.cwtcov.co.uk
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