modules
Whilst not exhaustive below are suggestions for training modules:
• Customer Service Communication Skills – the perception of the service you provide is heavily influenced by communication behaviours – listening, questioning, speaking clearly, summarising and non verbal communication
• Leading Customer Service – your managers can make or break their department. In order to ensure your managers are managing, we cover what good leadership is, how to motivate your people, set goals and give feedback
• Dealing with difficult or angry customers – preparing to deliver a difficult message whilst using positive language and being able to deal with your own emotions and those of a disappointed or angry customer
• Teamwork – understanding your fellow team members, what motivates you and how teamwork can affect the overall service you provide
• Proactive Communication Skills – how to build rapport with your customers, ascertain their expectations of you and use assertive communication
• Problem Solving – independent research from the Institute of Customer Service has shown that problem solving is the single biggest driver of service excellence. Customers often feel better about an organisation after an issue has been effectively dealt with than they did before
• Service Standards - setting and implementing standards with buy-in from your people
To discuss these and other options in more depth, please contact us on 01628 475988 or email Mulady Solutions.
• Customer Service Communication Skills – the perception of the service you provide is heavily influenced by communication behaviours – listening, questioning, speaking clearly, summarising and non verbal communication
• Leading Customer Service – your managers can make or break their department. In order to ensure your managers are managing, we cover what good leadership is, how to motivate your people, set goals and give feedback
• Dealing with difficult or angry customers – preparing to deliver a difficult message whilst using positive language and being able to deal with your own emotions and those of a disappointed or angry customer
• Teamwork – understanding your fellow team members, what motivates you and how teamwork can affect the overall service you provide
• Proactive Communication Skills – how to build rapport with your customers, ascertain their expectations of you and use assertive communication
• Problem Solving – independent research from the Institute of Customer Service has shown that problem solving is the single biggest driver of service excellence. Customers often feel better about an organisation after an issue has been effectively dealt with than they did before
• Service Standards - setting and implementing standards with buy-in from your people
To discuss these and other options in more depth, please contact us on 01628 475988 or email Mulady Solutions.
