Confident Customer Service
Confident Customer Service
The purpose of this course:
In this competitive economy it is essential that you attract and keep clients. Customer service is a critical part of this process. Whether you are handling customers face to face or over the phone it is essential that you master the skills to keep the conversation flowing, obtain important information and ensure your customer – or potential customer – leaves you/the caller with a good impression of your company.
Benefits to an organisation:
Increasing the confidence of those using the phone as a business tool and generally improving all levels of communication via telephone and face to face and leaving the customer/caller with a great lasting impression of your company.
Who is this course for?
This course is designed for anyone who is the first port of call for incoming queries and those who are in daily contact with customers.
What will the course cover?
Communication skills
- Understanding communication skills – listening, questioning and clear language
- How to communicate in the absence of face to face interaction
- Body language and the importance of a smile
- Voice – tone, pace and words
- Personality types and building rapport
Handling difficult customers
- Building personal confidence
- The effect of words, tone and voice
- Understanding the need for good listening skills
- Developing a questioning technique, prompting answers on which they base decision
- Taking responsibility without the blame
- Dealing with customer complaints
- Personal discipline and control, handling pressure
Understanding your company brand and goals
- What image does your company want to portray?
- How does your company want customers to feel?
- What does your company want customers to say about it?
- Learn how to encapsulate your company’s customer goals in your interaction and customers
- Surprise and delight the customer
- Doing what you said you would do
- Exceeding expectations
By the end of the course, the delegate will be able to:
- Know what’s required to portray a positive company image and deal with customers effectively
- Confidently handle difficult customers and complaints
- Understand how to adapt your communication style and message to suit your audience
- Communicate with ease with different personality styles
Timings: 9:00am – 4:30pm
Member cost: £249 + VAT
Non-Member cost: £319 + VAT
For more information, or to book a place on this course, call us on 01604 490490 or email training@northants-chamber.co.uk. Chamber members can book online.
Our Upcoming Management & Personal Development Events
30/04/2024
Influencing Skills
This course will develop your awareness of how to influence and also deepen your influencing skills to benefit you and your business to be more effective. Successful influencing is about making a connection and appealing to the heart as well as the head. It is about identifying personal triggers and adapting your style to others’ to get the best results from the people you are trying to influence.
02/05/2024
Confident Customer Service
This course aims to improve customer service within your business and help your team become more confident in their approach and recognising the value they bring to the organisation. Whether you are handling customers face to face or over the phone it is essential that you master the skills to keep the conversation flowing; obtain important information; and ensure your customer – or potential customer – leaves you/the caller with a good impression of your company.
20/11/2024
Confident Customer Service
This course aims to improve customer service within your business and help your team become more confident in their approach and recognising the value they bring to the organisation. Whether you are handling customers face to face or over the phone it is essential that you master the skills to keep the conversation flowing; obtain important information; and ensure your customer – or potential customer – leaves you/the caller with a good impression of your company.
14/01/2025
Assertiveness Skills
At some time or other most of us give in to people in authority or to those who are dominant or difficult. It stops us achieving our own goals and leaves us feeling inadequate, stressed or angry. This course identifies the behaviour patterns that lead to these situations. Delegates will practice a new set of behaviour patterns to enable them to better control interpersonal situations.
10/09/2024
Assertiveness Skills
At some time or other most of us give in to people in authority or to those who are dominant or difficult. It stops us achieving our own goals and leaves us feeling inadequate, stressed or angry. This course identifies the behaviour patterns that lead to these situations. Delegates will practice a new set of behaviour patterns to enable them to better control interpersonal situations.
11/06/2024
The Fundamentals of Project Management
This is a professional course around how to manage change. It is aligned to industry standards of the accrediting professional body, the Association for Project Management. The purpose of this course is to equip people with the fundamental principles of project management to enable them to manage change effectively within their organisations.
14/11/2024
The Fundamentals of Project Management
This is a professional course around how to manage change. It is aligned to industry standards of the accrediting professional body, the Association for Project Management. The purpose of this course is to equip people with the fundamental principles of project management to enable them to manage change effectively within their organisations.
28/01/2025
Influencing Skills
This course will develop your awareness of how to influence and also deepen your influencing skills to benefit you and your business to be more effective. Successful influencing is about making a connection and appealing to the heart as well as the head. It is about identifying personal triggers and adapting your style to others’ to get the best results from the people you are trying to influence.
Northamptonshire Business Awards 2023!
The Northamptonshire Business Awards recognise and celebrate the very best in Northamptonshire business.
On Thursday 23rd November 2023 we revealed the winners of the Northamptonshire Business Awards 2023, headline sponsored by Wilson Browne Solicitors! Make sure you check out our highlight video and find out this year’s winners here.
