Customer Service & Complaint Handling Positive2Work Skillnet
Price: TBA
  • Duration: 1 Day

Course details

Who Should Attend:
A practical and interactive one-day workshop, the course is designed for all who work directly with customers both on the telephone or on a face to face basis – includes managers, field support, administrators, reception, managers, customer service etc.

Overall Aim:
The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers both on the telephone and on a face to face basis. Participants will learn the importance of managing and exceeding expectations at every step of the service cycle and effectively deal with complaints in a calm and assertive way, without reacting inappropriately resulting in satisfied and loyal customers.

Objectives
After completing the workshop, each participant will be able to:

  • Apply highly developed communication skills for improved customer relations
  • Apply the 5 key factors (RATER) and deliver great customer service every time
  • Exceed customer expectations at each stage of the service cycle
  • Build confidence with customers, whilst portraying a helpful and friendly attitude
  • Learn the power of body language to communicate effectively with customers
  • Use the telephone effectively to create the right impression even under pressure
  • Put customers at ease, build trust and create empathy to make a connection
  • Learn to really listen to customers, ask the right questions and understand their needs
  • Talk to customers in their own language - know what to say and how to say it
  • Be able to know how & when to control conversations - especially with large groups of people
  • Encourage customer feedback and make it easy for customers to complain
  • Differentiate between different levels of dissatisfaction and respond appropriately
  • Learn to be assertive when dealing with different personalities and irate customers
  • Deal with criticism, remain calm, speak clearly and defuse the situation
  • Resolve customer complaints and difficult situations in a confident and competent manner
  • Keep promises, keep customers informed, meet expectations & respond quickly and effectively

Workshop Content:

  • The essence of effective communication to meet customer’s expectations
  • The importance of customer service to develop great “customer experiences”
  • How customers evaluate service - RATER (reliable, assurance, tangibles, empathy, responsive)
  • Exceptional service - exceed customer expectations at each stage of the service cycle
  • The importance of a positive attitude to create great first impressions
  • Handle telephone calls with confidence & maintain control even under pressure
  • The power of body language to get on the customers side and make a connection
  • Essential and active listening skills and the importance of showing empathy
  • Understand what customer’s really want - ask the right questions to meet expectations
  • Tone of voice – it’s not what we say, it’s how we say it
  • Encourage and motivate feedback and complaints from customers to improve business
  • Measure the severity of complaints to provide the appropriate response required
  • Work under pressure to defuse the situation – deal with criticism, remain calm & speak clearly
  • Assertive behaviour – the appropriate behaviour for interacting with customers
  • Manage different types of customers and difficult situations positively
  • Excel in service recovery management & always follow up - from complaint to satisfaction

Training method

The training will take the form of a one-day workshop, with group discussions, exercises & feedback based on individual/group needs. Each participant will receive a workshop manual. Follow up mentoring and training can be provided with this workshop.

Updated on 08 November, 2015

About Positive2Work Skillnet

The Positive2Work Skillnet is made up of small, medium & large companies from all sectors of the Irish Economy. The member companies of Positive2Work Skillnet have come together to explore how the intervention of effective strategies, supported by training solutions and people development, can positively impact on the quality of employees working lives and the competitive environment within which network member companies operate. The aim of the project is to create a Positive2Work environment for all employees within the member companies of the Skillnet.
To date the Skillnet has delivered training that support the areas of:
  • Building Resilience / Stress Management
  • Conflict Management / Building Constructive Relations
  • Change Management / People Management
While also working directly with member companies to deliver training that both incorporates the Positive2Work objective and meets their individual needs.
Positive2Work has approved funding until the end of 2013.
Positive2Work Skillnet provides subsidised training to member companies and offers free training for job-seekers. Members can also influence what courses are provided by the network.
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