Communications and Customer Service Excellence
Description: This programme is aimed at improving communication skills for staff focused on external and internal customer care i.e. working with teams and colleagues. The format includes a variety of role-plays and is highly interactive.
Prerequisites:
Anyone in contact with the customers of a business who can positively or negatively impact on the impression held by customers of the business with which they deal.
What does communication mean?:
- Why do we communicate?
- Your communication style
The communication process:
- Habits
- Communicating positively
- Barriers to Communication
Communication in Teams:
- Attitudes and behaviours to successful teamwork
- The fairground mirror
- Giving and receiving feedback
- Assertiveness in communication
Internal customer care:
- Setting standards of excellence
- Benefits of internal customer care
- Who are your customers
- Questioning / Listening skills