Course Code PPD033
Duration 3 Days
Price Available on request
Booking Request Info

Course Description

During recent years the importance of providing the highest level of customer care has grown significantly. Organisations now realise that effective customer service is the key to obtaining a competitive edge and increased efficiency. Most major surveys undertaken in recent years point to customer care as being a primary factor in customer retention and business expansion.

To ensure that quality of service is maintained competency in the core 'technical' skills of any role that falls within the customer relationship is no longer enough. Without the appropriate skills to enable staff to handle customers professionally – customers will label service as poor and seek to transfer loyalty to organisations, which are perceived to be genuinely concerned on their behalf.

No two organisations are the same, and in line with our flexible cost effective approach to training, Perpetual Solutions have developed a series of customer service modules from which organisations can 'pick and mix'.

This enables you to form the perfect customer service training solution for the requirement you currently face. 

The modules are grouped into four main areas,


  • Customer Care
  • Difficult Customer
  • Difficult Situation
  • Communication 

The modules in the four areas give the opportunity to learn key skills to communicate effectively and manage relationships, enabling staff to provide high quality customer care, increasing the efficiency and quality of service your organisation gives customers.

Usually four to five modules can be tailored together to form a one day solution, and subsequent days can be tailored to provide longer programmes if required. All the solutions we put together start with an introduction and agenda, which clearly define the aims of the course, together with a summary and round table discussion at the end of the course. Personal action plans to take away can also be included.

Tailoring Role Plays and Group Exercises

Where role-plays or exercises are mentioned these can be constructed around relevant situations which your organisation and staff face on a daily basis. This enables delegates to translate theory into practice and to see how their new skills will actually fit into and improve their daily routines.

Choose from a combination of modules and delegates will learn:


  • How to ensure the right perception of customer care.
  • How to handle difficult situations.
  • Key skills of questioning and how to apply them.
  • How to use Transactional Analysis to ensure a productive outcome.
  • How difficult situations can be valuable.
  • An easy-to-use effective manner of dealing with difficult situations.
  • How to be effective in their 'follow-up.'
  • How to ask effective questions.
  • how to improve their 'Active' listening skills and use them to ensure greater effectiveness.
  • Improve their ability in dealing with difficult customers and situations.
  • Key skills/habits required to prevent/handle difficult situations.
  • When to use particular skills or tactics.
  • What to do if their first course of action does not work.
  • How to ensure a productive outcome from any conversation.
  • How to improve their 'Active' listening skills and use them to ensure greater effectiveness
  • How to overcome diffilculties and challenges.
  • How to increase the number of people they 'get on with.'
  • How to recognise, use and control Non-Verbal Communication.
  • How to recognise and make the most of opportunities.

Course Modules

WHAT CUSTOMERS WANT (7 topics)

  • Ensuring customers feel important and understood
  • Customer perceptions
  • Controlling the perception of the best service
  • Common pitfalls
  • Our role in competition
  • Internal and external customers
  • Exercise, Discussion

HANDLING DIFFICULT SITUATIONS (5 topics)

  • Difficult situations can be good news
  • Common errors
  • The method of handling difficult situations
  • Problem ownership and 'follow-through'
  • Role-Play, Discussion

QUESTIONS SKILLS (6 topics)

  • The 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

TRANSACTIONAL ANALYSIS (7 topics)

  • How Transactional Analysis can help in difficult situations
  • States of mind
  • How we interact with others
  • Using questions to change a person's state of mind
  • 'Rules' to ensure a productive outcome
  • Building relationships
  • Exercises, Role-Play, Discussion

GAIN FROM DIFFICULT CUSTOMERS (2 topics)

  • Why difficult customers are 'good news'
  • The effect on the organisation and ourselves

SEQUENCE FOR HANDLING DIFFICULTSITUATIONS (6 topics)

  • The first part of a call/meeting
  • How to show concern without necessarily admitting liability
  • How to ascertain the key facts
  • Obtaining real agreement
  • How to avoid the 'fait accompli' or resentment
  • Role-Play, Discussion

THE FOLLOW-UP (4 topics)

  • Key elements in following-up any difficult situation
  • Ownership of problems
  • Internal communication
  • Role-Play, Discussion

QUESTIONING STRUCTURE (5 topics)

  • The structure of a question
  • The role and value of questions in difficult situations
  • How to avoid the pitfall of a poor question aggravating a situation
  • Questioning style
  • Exercises, Role-Play, Discussion

9. LISTENING SKILLS (5 topics)

  • Barriers to effective listening
  • The difference between 'Active' and 'Passive' listening
  • How to use 'Active' listening to demonstrate interest and obtain information
  • How to use 'Active' listening to steer a conversation
  • Exercises, Role-Play, Discussion

PROBLEMS, COMPLAINTS, DIFFICULT CUSTOMERS (4 topics)

  • Difficult customers are good news
  • Problem ownership
  • The “S.A.S. Follow-through”?
  • Role-Play, Exercise, Discussion

ENABLING BEHAVIOURS (5 topics)

  • Key factors in preventing problems
  • Personal style in handling difficult situations
  • Building the right habits
  • Behaviours to avoid
  • Exercise, Discussion

SELECTIVE BEHAVIOURS (2 topics)

  • Key tactics, behaviour and actions that have value in specific situations
  • Case-Study, Role-Play, Discussion

FALLBACK BEHAVIOUR (2 topics)

  • The different approaches/actions that can be used if the first course of action does not work
  • Case-Studies, Discussion

HOW TO SAY (3 topics)

  • The '3E' Refusal?
  • Skill beats “giving something away”
  • Role-Play, Exercise

TRANSACTIONAL ANALYSIS (4 topics)

  • Ego States, Transaction Types
  • Crossed/Complimentary Transactions
  • Using Transactional Analysis
  • Exercise, Discussion

LISTENING SKILLS (5 topics)

  • Barriers to effective listening
  • The difference between 'Active' and 'Passive' listening
  • How to use 'Active' listening to demonstrate interest and obtain information
  • How to use 'Active' listening to steer a conversation
  • Exercises, Role-Play, Discussion

TELEPHONE SKILLS (4 topics)

  • Differences between telephone and face-to-face communication
  • Overcoming the disadvantages of the telephone
  • Developing an effective personal style
  • Exercises, Role-Play, Discussion

BEHAVIOUR VERSATILITY (4 topics)

  • Recognising different behaviour types
  • Predicting behaviour
  • How to modify behaviour
  • Exercises, Role-Play, Discussion

NON-VERBAL COMMUNICATION (5 topics)

  • Pitfalls and considerations
  • N.V.C. components
  • N.V.C. patterns (Deceit, Honesty, Boredom, etc.)
  • How to control your N.V.C.
  • Exercise, Role-Play, Discussion

HANDLING OPPORTUNITIES (6 topics)

  • Recognising opportunities to increase the reputation of the department/organisation
  • Recognising opportunities for additional revenue
  • How to handle 'opportunities' in a professional non-manipulative manner
  • The use of questions to explore/understand opportunities
  • Passing-on 'opportunities'
  • Exercises, Role-Play, Discussion

Prerequisites

There are no prerequisites to these modules.

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