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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.

Manage customer expectation ensuring a positive outcome

Effectively handle difficult situations

Develop structured call handling skills

Win customer loyalty and repeat business

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