Description
Introduction:
This programme is designed to equip learners with the tools and techniques necessary to communicate more effectively in their customer service role. It focuses on developing their skills and confidence in managing customer issues face-to-face, over the phone or by email. Through the use of effective active listening and relationship building, customer satisfaction and retention will be enhanced.
Course Objectives:
At the end of this programme, participants will be able to:
• Define what Customer Service is
• Communicate effectively.
• Demonstrate empathy.
• Establish the customer’s needs quickly and effectively.
• Manage aggressive customers and behave in an assertive manner.
• Handle complaints in a polite and professional manner.
• Resolve problems using effective questioning and listening techniques.
• Maintain a positive attitude throughout.
Who should attend:
The programme is suitable for all employees with a customer facing role (internal or external). It is targeted at those who deal directly with customers face-to-face, over the telephone or bye-mail. Examples of these include:
• Receptionists and front-of-house staff
• Call centre workers
• Online support staff
• Front-line sales and customer service staff
PROGRAM FEE: Members €45 / Non-Members: €55
This is a half day course, 9.30 am to 13.00 pm ( coffee break will be allocated).
Delivered via Zoom.
Dates: 28th April
Please book online
For more information email admin@shannonchamber.ie or call Lijana 086 0679838
Please quote Purchase Order number if required on invoice. Cheques should be made payable to Shannon Chamber Skillnet.
Training Cancellation Policy: Training courses which are cancelled over 7 days in advance of scheduled training date shall incur no cancellation fee. Training courses which are cancelled within 7 days of scheduled training date shall incur a cancellation fee equal to 50% of the cost. Registrants who give less than 24 hours notice or fail to attend training will be charged 100% of the full fee.
Shannon Chamber Skillnet is co-funded by Skillnet Ireland and member companies. Skillnet Ireland is funded from the National Training Fund through the Department of Education and Skills.
For further information please visit www.skillnetireland.ie
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