This full day workshop builds on your customer service skills, whether you have completed our Customer Service Essentials workshop or not. Here we delve deeper into the areas that can make or break the customer relationship by learning the skills to improve your ability to control the communication. Focusing on the verbal communication (face to face and phone interactions) we examine why customers complain, what it takes to satisfy their needs and expectations, what gets in the way of effective interactions and how to overcome all these obstacles in a professional and efficient manner.
Utilising practical approaches that will improve your ability to interact with customers, this workshop adds more tools to your communications tool kit and gives you the ability to control the communication by learning what makes the customer tick, understanding what drives their behaviour, and how to give them what they want. To do this, it is vital to know what they do want – even if they don’t. Once this is understood we then explore how to navigate and drive the interaction toward a positive resolution without the hard work and difficulty.
We believe every business is different and a one size fits all approach will rarely result in the best outcome. We customise this course to suit your unique training needs. The success of our training is in our familiarisation process. We ensure that the solutions we deliver directly relate to your business challenges.