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Customer Service Essentials is a practical and interactive course with an emphasis on how to deliver exceptional customer service. This workshop is designed to enable participants to start developing effective customer service skills and build upon ones that are already existing.

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By the end of this course participants should be able to:

• Discover the key differences between Call Centres and Contact CentresIdentify internal and external customers
• Identify internal and external customersDevelop a mindset that will provide motivation and direction
• Develop a mindset that will provide motivation and direction
• Create strategies to overcome negative beliefs about service providers
• Discuss the importance and value of obtaining customer feedback to the business and for professional development purposes
• Discover the purpose of the Communication Cycle and how it can be applied in their dealings with customers
• Identify alternatives to using slang, careless speech and jargon
• Recognise different aspects of their voice and how it can be used as their most effective communication tool
• Apply questioning techniques to clarify and probe information
• Discover active listening techniques and apply them in dealings with customers
• Formulate strategies to manage emotions so a positive impression is left with the customer
• Compile techniques to build rapport whilst managing call time’s effectively
• Establish a professional call management process and practice techniques
• Build empathetic strategies and discover how to position a problem as an opportunity whilst working as a team with the customer
• Combine the objection cycle with their organisations complaints management processes to maximise customer relations
• Practice conflict management and negotiation skills applying them to simulated situations and developing confidence utilising them in real situations
• Identify & practice stress relief strategies
• Discuss the importance of shared goals, commitment, individual accountability and equal access to resources needed for successful teams

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