Soft Skills - Customer Care in Public Service
Course Overview
- Appreciate the right perception of customer care
- Learn the key skills of questioning and how to apply them
- Improve their ‘Active’ listening skills and use them to ensure greater effectiveness
- Use Transaction Analysis to ensure a productive outcome
- Handle difficult situations and problems
- Learn the errors/challenges of dealing with customers on the telephone within the I.T. helpdesk environment and how to overcome them
- Learn how to recognise different behaviours within their customers
- Learn how to pace and match the customer’s style to achieve rapport and build relationships
- Say no and refuse or reject the customer’s request
- Say ‘No’ without damaging the relationship
Audience:
All employees who deal with customers.
Duration:
This is a 2 days Customer Care in Public Service Course. The course starts at 09:30 and runs until 16:30. Alternate timings can be arranged upon request. The course can be held on a date that suits you.
Location:
Our Customer Care in Public Service course can be run at our training venue near Liverpool Street (London) or any preferred location in the UK or Europe.
Customer Care in Public Service Course Outline
MANAGING CUSTOMER’S EXPECTATIONSEnsuring customers feel important and understood Customer perceptions Controlling the perception of the best service Common pitfalls Our role in completion Internal and external customers Exercise, Discussion QUESTION SKILLSThe 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 LISTENING SKILLSBarriers to effective listening The difference between ‘Active’ and ‘Passive’ listening How to use ‘Active’ listening to demonstrate interests and obtain information How to use ‘Active’ listening to steer a conversation Why ‘Active’ listening is essential on the telephone Exercise, role-play, Discussion TRANSACTIONAL ANALYSISHow Transactional Analysis can help in difficult situations States of mind How we interact with others ‘Rules’ to ensure productive outcome Building relationships Personal Profile Questionnaire, role-play, discussion | HANDLING DIFFICULT SITUATIONS/PROBLEMSDifficult situations can be good news Common errors The method of handling difficult situations Problem ownership and ‘follow-through.’ Role-Play, discussion Telephone Control Skills Differences between telephone and face-to-face communication Overcoming the disadvantages of the telephone Developing an effective personal style The ’10 Commandments’ of effective Tele-control skills Understanding the use of voice inflexion How to use voice to gain and hold attention Exercise, role-play, Discussion BEHAVIOUR VERSATILITYRecognising different behaviour types Predicting behaviour How to modify behaviour Understanding your own preferred behaviour style How your behaviour style can influence the customer relationship Personal Behaviour Profile Questionnaire Role-Play, discussion How to say ’No’ Disadvantages of ‘confrontation’ The alternative to ‘No’ Exercise, role-play, Discussion CONCLUSIONSummary Round-table Personal Action Plan |
One to One
(which includes a tailor-made training programme for the individual where they can mix and match the topics from various levels to get the most cost-effective training
Group for up to 8 learners
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Extras
This is a sample of some of the Short training videos. Please note that you can get access to many more, once you have done a course with us and are registered as one of our delegates.