Further Details
HELP DESK SKILLS - Delivering Exceptional Service Levels
About The Workshop
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
Guide price
£725 |
