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Training Course Outlines

Assertive Communication Skills
Customer Care
Defusing Hostile Customers
Diversity
Meetings Skills
Minute Taking
People Management
Presentation Skills
Project Management Awareness
Recruitment and Selection Skills
Report Writing
Stress Management
Time Management

Articles

Creating a great presentation
How to write a presentation
Using visual aids effectively
How to lose your audience
Why fear public speaking?
Will they remember you?
Your body language
10 most common mistakes
Public speaking communication
Good speech topics
Public speaking objectives
Basic public speaking skills
What you must do to have an effective presentation

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Customer Service

In recent years Customer Service has become a highly valued skill, especially in the public sector. This course will enable participants to understand the difference between Customer Service and Customer Satisfaction. You will learn to improve your listening skills, and understand and gain a knowledge of the 3 Levels of Listening. You will also learn the Ten Ways to Deal with Difficult People.

A 1 day course. For up to 10 participants.

Course designed for anyone who comes into contact with customers, internal and external, whether face-to-face or over the telephone.

Course Aims and Objectives

At the end of the course the participants will be able to:

  • Define the term 'Customer Service' and 'Customer Satisfaction'
  • State who their customers are (both internal and external) and why they are important
  • Recognise the importance of 'focused' communication
  • Understand the 'Escalation / Crisis Cycle'

The course will also cover the need to:

  • State the benefits of good customer service (to everybody involved; i.e. the customer, the organisation, the service provider etc.)
  • Deal effectively with complaints and see them as opportunities to demonstrate that the the organisation does take service seriously and genuinely values it's customers
  • Turn negative situations into positive solutions

Public Courses

Workshop registration 9:00am-9:30am, finish 4:30pm. Your investment? £225 + VAT. This includes all workshop materials, refreshments and lunch.

In-House Training

An in-house one day course, anywhere in the UK, costs £1050 + VAT for up to 10 delegates. This price is inclusive of trainer's fees, expenses and all course materials.

Want to Know More?

For more information on public courses, in-house training or one-to-one coaching:

>> Fill in this enquiry form


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