Communications and Customer Service Excellence

The training is designed to provide the participants with the competences required to become a Customer Service Representative. The ability to communicate effectively and manage the customer expectations is a crucial part of your role as the contact point for your organisation. This workshop will cover the main ways that customers interact with customer service representatives, including face to face, email and telephone communication

Anyone in contact with the customers of an organisation, who can positively or negatively impact on the impression held by those customers.

Having completed the training the participants will
• Understand their role in enhancing the customer experience
• See the link between the customer experience and customer loyalty
• Have a strategy for dealing with difficult situations
• Use active listening and effective questioning techniques to resolve problems
• Learn some techniques for managing customer expectations
• Use the telephone and email as business tools
• Create an action plan for applying the new learning

The interactive workshop will use a variety of activities and exercises to enhance the learning. It will have a focus on experiential, action-based learning with the participants understanding the key principles and applying them to their situation. They will be involved in a number of training exercises where they can assess their own attitudes, skills, and responses. They can then identify the relationship between their behaviours and their effectiveness.
The learning will be supported by post course tip sheets and interactive quizzes to transfer the learning to the workplace.

• The building blocks of customer service
• How customers judge the quality of the customer service
• Your contribution- what can you do?

• Telephone as a communication tool
• Conveying a professional message
• Using continuity noises
• Using a professional greeting and sign-off
• Speaking to English second language customers

• Understanding the potential readers of your email
• Structuring your email
• Email guidelines

• Communication as a business tool
• Effective, appropriate and responsive communication
• Understanding the communication funnel
• Active listening skills
• Paraphrasing and clarifying

• Dealing with difficult customer situations in a professional manner
• Delivering bad news
• Barriers to delivery excellent customer service
• Frame of reference and self fulfilling prophecy

• Non verbal communication
• Demeanor and tone of voice
• Professional & appropriate appearance
• Approachability