Customer Communication Skills

A telephone call, counter, or home visit is frequently the only or main contact a customer has with an organisation and how the enquiry is dealt with can leave a lasting impression. We can help to develop the inter-personal skills of staff who deal with customers by telephone and face to face on a regular basis and to ensure that each interaction delivers best value and reflects the organisation positively - right first time.

We show staff how to gather the correct information via the telephone and personal visit; filter out unwanted information; obtain all the relevant information required; present a polished and professional image of themselves and the organisation; how to select the right approach for a situation; turn complaints into a positive benefit and prepare for the unexpected!