Customer Service/HelpDesk Skills

Duration: 2 days

Objectives:

This customised course will help you develop excellent customer service skills and essential communication skills that will help enhance your own and your company's reputation.

Course Outline

Developing a customer-focused attitude
What does good customer service mean?
Essential customer service skills

Developing excellent verbal and vocal skills
What you say and how you say it
Voice exercises for a great telephone manner
Voice flexibility for working with different customers/clients

Enhancing your telephone manner
Building a relationship with the client
Giving clear instructions and working with customers

Presenting yourself effectively
How you come across to the client and building good impressions
The foundations of communication

Excellent face-to-face interactions
Excellent first impressions
Posture and appearance

Techniques for building rapport
Building relationships quickly
Helping the customer feel good
Leaving a good impression

Focusing on the customer's needs
Dealing with individual customers
Essential question skills for deep understanding

Customising your service

Dealing with difficult customers
How to deal positively and effectively with difficult customers
Handling challenges and preventing disasters
How to deal effectively with your stress

Listening Skills
Active listening
Listening objectively
Using active listening to communicate more powerfully