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Training Course Summary:

This programme is designed specifically to increase awareness of customer relationship building, its importance to the organisation, and to provide participants with some simple, reliable and effective coping strategies and techniques for dealing with difficult and challenging people.

Who Should Attend:

Anyone who communicates with internal and/or external customers and provides a service to them. This involves both face to face and telephone communication.

Training Course Overview/Content:

Introduction & Objectives

Managing customer expectations
• Who are our customers and what do they expect?
• How customer perceptions are formed

Customer care and the development of our business
• What is customer care?
• Appreciating each other’s roles
• Winning customer loyalty
• What is the benefit to me?

Barriers to communication
• When and how things go wrong
• Taking ownership

Positive attitude
• Proactive versus reactive behaviour
• How we affect others
• Attitude and perspective

Using our powerful communication tools
• Voice control
• Body language
• Effective listening
• First impressions
• The impact of language
• Communication methods
• Building rapport

Planning telephone calls
• Maximising your time
• Direction and goals
• Maintaining control

Handling challenging situations and people
• All people are different
• Our reaction our choice
• Assertive or aggressive – what’s the difference?
• Coping strategies for positive outcomes
• Personal action plan

Review of Programme