Communication and Customer Service Skills
Course Objectives
At the end of the course participants will be able to:
- Define effective communication and identify the components of communication
- Identify and overcome barriers to communication
- Use effective and definitive language to communicate with assertiveness
- Communicate with different people
- Listen effectively and ask effective questions at the right moments
- Show empathy, develop rapport and communicate with customers
- Understand customer service and identify the skills required for customer service
- Understand expectations and manage unrealistic customer expectations
Course Outline
Communication
- What is communication
- What is effective communication
- The process of communication
Components of interpersonal communication
- Communication components
- Word choice
- Effective words
- Voice
- Body language
- Style of dress
- Personal space
Communication Barriers
- Emotional Centres and Self Justification
- The biology and Chemistry of our Emotions
- Understand Emotional Barriers
- Gain control of and Remove Emotional Barriers
- Perceptions
- Different Personalities
- Cultural and Language Barriers
- Conflicting Objectives
Assertive communication
Listening Skills
- Listening habits
- Listen to understand
- Demonstrate listening
Objectives
Questioning Skills
- Question types
- Uses for questions
Rapport and Empathy
- Showing empathy
- Developing rapport
Customer Service
- Who are our customers
- Benefits of internal customer service
- Power of customer service
- Service example
What do Customers Want
- Customer Wants
- Customer Expectations
- Managing Customer Expectations
Customers Expectations
- What do customers want?
- Managing customer expectations
- Handling difficult customers
Target Audience
All staff working within an organisation who deals with customers and needs to effectively communicate with others.
Course Duration
2 days
Download the course outline in PDF format  |
