Organisation: GBdirect Ltd
Category: Customer satisfaction
Description: Course Synopsis
People who work within IT environments are usually recruited for their technical expertise. However, increasingly these departments are becoming more and more customer focused. Be the customer's internal to the organisation or external clients.
The workshop is designed to give participants a greater understanding of the role IT plays in any organisation and to enhance the customer focus skills necessary in today's competitive business environment.
Anyone who works in a technical environment providing services to internal and/or external customers, and wants to maximise their impact on delivering customer excellence will benefit from attending this course.
Course Objectives
Delegates will learn how to:
Identify good and bad customer service behaviour
Identify the five stages needed to build rapport
Obtain from customers a clear understanding of their expectations
Recognise and use techniques such as matching, pacing and signalling to control the call
Use effective questioning techniques to clarify customer requirements and expectations
Portray a positive image of your company
Demonstrate the importance of taking responsibility to achieve customer satisfaction
Recognise the importance of language indicators and adjust your conversations accordingly
Identify your preferred behaviours when communicating
Explain transactional analysis and use it to deal more effectively with customers
Handle challenging callers calmly and confidently
Demonstrate how you will reassure customers that their needs will be satisfied
A 2-Day Course
Price: NA
Contact: GBdirect Ltd
Training Division
Bradford Design Exchange
34 Peckover Street
BRADFORD
BD1 5BD
West Yorkshire
United Kingdom
NA
Service Available In :
::