Course details
This course has been developed to enable learners to deliver quality customer service in any industry. The focus of the course is on the skills and knowledge required to perform effectively as a representative of an organisation. This workshop is designed to develop appropriate knowledge and attitudes about customer service in order to ensure learners make use of this skill and knowledge on a day-to-day basis.
The course length can vary from one to three days depending on the needs and experience of the delegates.
Learning Outcomes
On successful completion of this training course, delegates should be able to:
- Understand the role of customer service in organizational effectiveness
- Understand the role and responsibilities of a representative of an organisation and work effectively as part of a team
- Acquire a range of verbal and non- verbal skills in order to meet customer needs, handle customer complaints and deliver good customer care
- Become familiar with consumer protection legislation
- Appreciate the rights of all customers regardless of gender, marital status, family status, sexual orientation, religion, age, disability, race or culture.
Course Programme:
- Define the term customer service
- Identify elements of good customer practice
- Distinguish between internal and external customers
- Outline the potential consequences of good and bad first impressions on customer behaviour
- Identify the skills, qualities and attitudes required to perform effectively when dealing with customers in an organisation.
- Differentiate between verbal and non-verbal communication
- Use active listening skills
- Outline the potential consequences of positive and negative attitudes of a customer contact person on customer perceptions
- Deal with a range of challenging situations
- Use appropriate telephone techniques in dealing with a range of situations
- Work effectively as part of a team in providing customer care
- Outline current equal status legislation
- Identify elements of consumer legislation relevant to customer service
Course Location
About SQT Training Ltd
Established in 1989, They have built up a solid reputation for excellence in training cThiryse delivery
They offer one of the broadest ranges of training cThiryses available in Ireland
They have a team of over 30 very experienced tutors who are known national and international experts in their field
Thiry Tutors have proven technical expertise, practical hands-on experience and excellent cThiryse delivery skills
Thiry cThiryses are practical, utilising multiple teaching styles to cater for the varied needs of adult learners
CThiryses range from half-day sessions up to Level 8 on the National Framework of Qualifications, (HonThirys Bachelor Degree level)
They offer cThiryses accredited by HETAC, FETAC, NEBOSH, IRCA, IEMA, CIEH, IOSH and AEE.
They have a dedicated cThiryse team managing every aspect of yThiry cThiryse from initial contact right through to post-cThiryse follow-up
When you book a cThiryse with SQT, you are benefiting from Thiry years of experience, Thiry breath of knowledge and Thiry commitment to work hard to meet yThiry specific training needs.
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