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Who Should Attend And Why This practical workshop highlights the need for excellent communication skills in the very specific help desk environment, which leads to customer satisfaction, by promoting a service attitude. Delegates, who will be from a call centre/customer support environment, will develop an acute awareness of customer expectation and learn how to deliver exceptional service levels. Using a mixture of group interaction, trainer feedback and practical exercises including the use of telephone training equipment, delegates will gain confidence in mastering their new skills and improve their professionalism, communication and relationship with the customer. By the end of the workshop participants will be able to: Manage customer expectation ensuring a positive outcome Effectively handle difficult situations Develop structured call handling skills Win customer loyalty and repeat business Workshop Overview First Impressions using the flexibility in your voice to create the right impression how to put impact and authority into what you say Developing Effective Communication discover the elements of effective communication how to always achieve the desired result Misses in Communication how to look and sound like you mean what you are saying ways to avoid sending conflicting messages Listening Skills how to actively listen using your whole body, not just your ears understand what the barriers and filters of active listening are learn how to listen to emotions as well as facts The Conversation Cycle getting the balance right between giving and gaining information using the correct questioning techniques directing the conversation to a positive conclusion for both you and the customer The Challenging Customer proven strategies for handling complaints and criticisms how to turn complaining customers into your biggest advocates Assertive Communication understand the difference between aggression and assertion communicate your feelings and emotions effectively through assertive language Presenting A Quality Service seeing the service through your customer's eyes understanding the customers' expectations and wants

Who Should Attend And Why This practical workshop highlights the need for excellent communication skills in the very specific help desk environment, which leads to customer satisfaction, by promoting a service attitude. Delegates, who will be from a call centre/customer support environment, will develop an acute awareness of customer expectation and learn how to deliver exceptional service...

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