Duration: One Day
Trainer: Protrain
This Customer Service Course is for front line staff dealing with external customer service issues. At the end of this practical course, participants will have a greater understanding of customer needs and expectations. Participants will have the confidence to deal with any given situation in a professional and personal way. Participants on this course will also gain a practical knowledge of how to provide answers, relate, control and close every customer transaction. This is a very practical hands-on course.
Objectives
Delegates will gain a full understanding of the importance of their customer service skills as a first point of contact when dealing with members of the Public.
They will understand how each of them, as team members and as individuals, successfully contributes to the positive image of the University.
They will gain the telephone and communication techniques necessary to be effective and provide an exceptional service on the phone and in person to their “customers”.
As a result of attending this course each participant be able to identify what makes a customer confrontational or aggressive and handle the situation professionally.
Staff will gain a practical knowledge of how to provide answers, relate, control, and close every customer situation through the use of the latest personal effectiveness techniques.
Staff will be reminded of the protocols for communicating via face to face, phone, e mail, social media and the etiquette involved.
Participants will learn general stress and calming techniques to help them work in this highly stressful environment.