Skillnet Customer Service & Complaint Handling SIMI Skillnet
Price: AED 628

    Course details

    A practical and interactive one-day workshop, the course is designed for staff who talk to customers each day either by telephone or by face to face – includes customer advisors, sales, spare parts, service repair, administration, finance etc.

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

    • Apply highly developed communication skills for improved customer relations
    • Adjust your mind-set and avert complacency - look at things through the eyes of the customer
    • Build confidence with customers, whilst portraying a helpful and friendly attitude
    • Learn the power of body language to communicate effectively especially with groups of people
    • 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
    • Encourage customer feedback and make it easy for customers to complain
    • Learn to be assertive when dealing with different personalities and irate customers
    • Avoid defensive behaviour and trigger words that irate customers
    • Deal with criticism, remain calm, speak clearly and defuse the situation
    • Differentiate between different levels of dissatisfaction and respond appropriately
    • Resolve customer complaints and difficult situations in a confident and competent manner
    • Keep promises, keep customers informed, meet expectations & respond quickly and effectively
    Updated on 08 November, 2015

    About SIMI Skillnet

    The SIMI was formed when the Society of the Irish Motor Traders Ltd and the Irish Motor Traders Association merged together in 1968.

    The SIMI (Society of the Irish Motor Industry) is the official voice of the motor industry in Ireland. They are a member's organisation which consists of Dealers, Repairers, Vehicle Distributors, Wholesalers, Retailers, Vehicle Testers and many more important operators within the industry in Ireland. Thier role is to represent the views of the motor industry by campaigning to the Government, state bodies, the media and the motoring public.

    See all SIMI Skillnet courses

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