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A Useful Guide to Customer Service
Price is per download of this e-book, excluding 20% VAT
A Useful Guide to Customer Service helps customer service providers understand the importance of their role and develops the essential skills required to deliver superior customer service. A superior customer service is one that doesn’t just satisfy, it delights! It creates warm feelings in the recipients’ minds about the service, and as such is an essential part of any sales training programme.
Access to the downloadable toolkit which contains lots of exercises, questionnaires and skill reviews.
You and Customer Service – who are your customers? your role in the organisation, customer service, the customer journey, consequences of poor service, customer service statements: fact or fiction?, service principles, practical examples of superior service.
Communication – what is it? misinterpretations in communication, communicating face-to-face, emailing best practice, sending emails, reading emails.
Telephone Communication – telephone as a communication tool, telephone skills, body language on the telephone, poor telephone communicators, factors of voice, good and poor statements on the telephone, message taking and warm transfer, listening skills tips.
Assertion, Aggression and Passivity – behaviour descriptions, assertive technique, assertive skill practice, saying “No” to others, positive words and phrases.
Dealing with Irate People – tips and tactics to deal with irate people, case study.
Personal Pledges – so you can commit to your learning.
Price is per download of the e-book, excluding VAT.
Please note that there may be similar courses available with immediate access elsewhere on our site.
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