Customer Service Skills Training

Customer Service Skills

Customer Service Skills for IT and Technical Professionals

2 Day Course @ £198 Per Person

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Communicate professionalism, gain respect, enhance relationships and secure the competitive advantage.

When your business dealings are all internal, your colleagues are also your clients. How you handle them can directly affect your individual goals as well as your team’s and company’s performance. In this seminar you will gain the knowledge, skills and attitudes to meet and exceed client expectations, improve communication and solve problems creatively to deliver the best results.

Who Should Attend

All professionals in IT and technical fields, including database consultants, applications specialists, IT directors, CIOs and professionals in electronics engineering, R&D and Web development.

How You Will Benefit

  • Deliver better, faster service and increase client satisfaction
  • Know what clients expect
  • Increase your credibility—and your value to your organization
  • Manage stressful situations more effectively
  • Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem

What You Will Cover

  • How customer service creates revenue and healthy organizations
  • Maintain professionalism under pressure: how to use mental strategies and body language to control your emotional state
  • Honour negative emotions positively
  • Focus on customers’ top two expectations to save time and reduce stress
  • How to avoid takings things personally
  • Expand your communication skills
  • Enhance listening strengths and reducing liabilities to create better rapport
  • How to avoid creating negative impressions with words
  • Use persuasive language patterns
  • Stand out on the telephone
  • Write e-mail that customers will read and understand
  • Respond effectively to specific “difficult” customer behaviour
  • The physiology of anger
  • Turn an angry customer into a happy customer
  • Apply emotional management tools

Available Dates

No Dates Available

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