Customer Skills Overview

Prerequisites:

Course Description:

Being competent in the 'technical' skills of the job is no longer enough. If we do not have appropriate skills - we lose customers. This course will teach participants the key skills. You will learn:

How to ensure the right perception of customer care.
How to handle difficult situations.
The key skills of questioning and how to apply them.
How to use Transactional Analysis to ensure a productive outcome.
How to recognise, use and control Non-Verbal Communication.

This course includes the following modules:

WHAT CUSTOMERS WANT

• Ensuring customers feel important and understood
• Customer perceptions
• Controlling the perception of the best service
• Common pitfalls
• Our role in competition
• Internal and external customers
• Exercise, Discussion

HANDLING DIFFICULT SITUATIONS

• Difficult situations can be good news
• Common errors
• The method of handling difficult situations
• Problem ownership and 'follow-through'
• Role-Play, Discussion

QUESTIONS SKILLS

• The role of questioning skills in handling difficult people and other professional situations
• The structure of a good question
• Question types and their use
• Using questions to obtain information
• Common errors
• Exercise, Role-Play, Discussion

TRANSACTIONAL ANALYSIS

• How Transactional Analysis can help in difficult situations
• States of mind
• How we interact with others
• Using questions to change a person's state of mind
• 'Rules' to ensure a productive outcome
• Building relationships
• Exercises, Role-Play, Discussion

NON-VERBAL COMMUNICATION

• Pitfalls and considerations
• N.V.C. components
• N.V.C. patterns (Deceit, Honesty, Boredom, etc.)
• How to control your N.V.C.
• Exercise, Role-Play, Discussion