Customer Service Suite: Part 3 – Communication
Communication is at the heart of providing excellent customer service. Eighty percent of complaints received by an organisation are likely to have poor communication as their root cause. This module focuses on skills to help you communicate effectively either face to face, in writing or on the telephone. You will also find some techniques for how to manage difficult situations.
Learning Outcomes for this module suite includes:
Understand what the Customer Service Excellence Standard is and how it works. They will learn how to handle complaints, register comments and accept compliments.
Identify the importance of hearing, not just listening.
Gain questioning skills that will help to get the information that they need and techniques to help talk to customers when they feel under pressure.
Ability to read the non verbal cues that will help them understand customers and tips to help them diffuse situations or manage more challenging customers.
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