Whether you’re looking for one-off customer service training for a handful of employees, or have a large workforce which requires a long-term structured programme of training, we will design a package which fully meets your needs and objectives.
Communication skills.
As professional communicators we need to accept responsibility for the level of understanding of both sides of the conversation.
The objective of communicating.
It is the communicator’s responsibility to make sure that the message has been received with the same meaning that it was sent with.
This can only happen by using a precise combination of communication skills.
Effective communication.
To transfer, transmit or impart knowledge, emotions, thoughts or ideas.
To communicate effectively we need to be aware of the methods we employ to communicate.
If you speak to customers as you expect to be spoken to, you will provide Good Customer Service.
Speak to a customer as they expect to be spoken to, you will provide Excellent Customer Service.
Specifically:
- Courtesy
- Knowledge
- Accuracy
- Pace
- Consistency
- Confidence.
- Knowledge
- Know your product or service
- Be able to explain it clearly
- Know the Customer’s Modality
- Mirror the Customer’s Language
Training covers an array of courses including call handling techniques, customer service training, tele-sales / tele-marketing courses and agent motivation techniques.
These courses are available for Agents, Supervisors and Management either within your own premises or external locations.
Individuals or groups can be accommodated and although there are a number of courses with fixed content, a flexible approach will be offered providing bespoke training courses, tailored to pre-agreed requirements. On-going programmes of measurement and performance reviews can also be delivered.
Workshops on stress management, positive absence management, management listening skills and Effective Communication are some of the many courses provided to facilitate complete business continuity and profit.
