Description
INTRODUCTION
This live on-line interactive webinar is designed to help delegates enhance their communication skills with customers and to help them deal with situations when conversations become difficult. The course also covers the skills required to achieve a successful negotiated outcome as negotiation and compromise are also an important component of customer service The webinar will be highly interactive with delegate participation and engagement throughout. It will run from 9.30 – 4.30. There will be three 90-minute sessions, with some delegate work to complete in the breaks. The webinar is delivered by a Certified Online Learning Facilitator.
What you will learn
COURSE OBJECTIVES
- By the end of the webinar, delegates will be able to:
- Explain what customers expect in relation to good customer service
- Demonstrate excellent communication skills to create a positive first and lasting impression
- Manage customer expectations
- Describe how negotiation skills can be used to ensure all parties are happy
- Proactively deal with customer complaints in
COURSE CONTENT
- Enhancing Customer Service using Communication Essentials
- What do we as customers expect?
- What do our customers want from us?
- How can we improve?
- What is communication?
- Barriers to successful communication
- Listening skills
- Non-verbal communication – body language
- Making communication effective
- Negotiation Skills
- Building rapport, gaining interest and making an impact
- Creating the right climate and maintaining control
- Communication (verbal and body language) in negotiation
- Effective use of questioning and listening skills and eliciting information effectively
- Getting the Win-Win
- Managing Difficult Conversations/Situations
- Why are some situations/conversations difficult?
- Understanding the root cause of conflict and challenging behaviour
- Reading and using body language accurately Separating the person from the problem
- Avoiding taking things personally, remaining calm/composed, in control and professional
- Fogging and DESC technique
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