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Skill Overview

If you wish to deliver unrivalled customer service you have to understand your clients and control the conversations you have with them, so that they see you as an integral part of their team and not someone they just demand of.

Gaining your customer's respect means you need to know your stuff and understand their pain points and as ever under promise and over deliver. We can achieve this by a combination of the following:

Customer Service SOS                                                         
Listen to Your Customers                                                 
How to Handle Complaints 
Customer Delight      
Communication Skills
Handling the Incoming Call
How to Gain Co-operation from Others                               
How to Avoid Arguments – Exercise
Manage Your Time
Handling Complaints     
Control Your Emotions                                       
5 Top Tips for Writing Effective E-Mails

Learning Objectives

Deliver unrivalled customer service every time by controlling the conversation and gaining the clients respect reaps great rewards. There are so many ways to help yourself to be able to handle your customers in what can be for many, a hot and hostile environment, so remaining in control and thinking clearly, using the methods taught, get you where you want to be. Being in control means keeping good notes of conversations or promises made or taking decisive action you can defend and uphold, allows you to stay confident and in control.
This fits for customer service teams within the same Company and for individuals who can learn on a public course with likeminded customer service people.
It is often said no matter how many times you get it right it is the mistakes you are judged by. If we keep a customer service log the truth will out and the evidence is undeniable.

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