Maximising Customer Satisfaction in a Technical Environment
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Classroom Virtual Classroom Private Group - Virtual Self-Paced OnlineOverview
This facilitated course will give you a greater understanding of the important role that excellent customer service plays in any organisation and how excellent customer service fits into your world. It will offer really practical advice which will enable you to meet the daily challenge of consistently providing excellent customer service.
Individuals who work in technical environments are now expected to also be customer service professionals. This course will demonstrate that great customer service can not only improve the level of support you provide for your internal and external customers but also improve your own working life.
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Objectives
At the end of this course you will be able to:
- Identify what good and bad customer service behaviour looks like
- Quickly build rapport with all kinds of customers
- Take a positive approach to problems
- Build credibility as a trusted expert in your field
- Understand techniques such as matching, pacing and signalling to control calls
- Use effective questioning techniques to clarify customer requirements and expectations
- Portray a positive image of your department and your company
- Demonstrate the importance of taking responsibility to achieve customer satisfaction
- Identify your preferred behaviours when communicating
- Handle challenging callers calmly and confidently
- Demonstrate how you will reassure customers that their needs will be satisfied.
Target Audience
Anyone who works in a technical environment providing services to internal and/or external customers, and wants to maximise their impact on delivering customer excellence will benefit from attending this course.
Training Partners
We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.