Customer Care for Public Sector Organisations

Mouse Training
London, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' Being competent in the ‘technical�IT. skills of the job is no longer enough. If we do not have appropriate ‘soft�skills - we lose or upset customers. Your staff will learn the key skills.



Course Outline
Overview

Ensure the right perception of customer care
Learn the key skills of questioning and how to apply them
Your staff will learn how to improve their ‘Active�listening skills and use them to ensure greater effectiveness
Staff will learn how to use Transaction Analysis to ensure a productive outcome.
Staff will learn how to handle difficult situations and problems
Staff will learn the errors/challenges of dealing with customers on the telephone within the IT. helpdesk environment and how to overcome them
Your staff will learn how to recognise different behaviours within their customers.
They will learn how to pace and match the customer’s style to achieve rapport and build relationships
Sometimes we have to say no and refuse or reject the customer’s request
Staff will learn how to say ‘No�without damaging the relationship


What Customers Want �Managing their Expectations

Ensuring customers feel important and understood
Customer perceptions
Controlling the perception of the best service
Common pitfalls
Our role in competition
Internal and external customers
Exercise, Discussion


Question Skills

The role of questioning skills in handling difficult people and other professional situations
The structure of a good question
Question types and their use
Using questions to obtain information
Common errors
Exercise, role-play, Discussion

Listening Skills

Barriers to effective listening
The difference between ‘Active�and ‘Passive�listening
How to use ‘Active�listening to demonstrate interests and obtain information
How to use ‘Active�listening to steer a conversation
Why ‘Active�listening is essential on the telephone
Exercise, role-play, Discussion


Handling Difficult Situations/Problems

Difficult situations can be good news
Common errors
The method of handling difficult situations
Problem ownership and ‘follow-through�
Role-play, Discussion
Telephone Control Skills
Differences between telephone and face-to-face communication
Overcoming the disadvantages of the telephone
Developing an effective personal style
The �0 Commandments�of effective Tele-control skills
Understanding the use of voice inflection
How to use voice to gain and hold attention
Exercises, role-play, Discussion


Behaviour Versatility

Recognising different behaviour types
Predicting behaviour
How to modify behaviour
Understanding your own preferred behaviour style
How your behaviour style can influence the customer relationship
Personal Behaviour Profile Questionnaire
Role-play, Discussion
How to say ‘NO�
Disadvantages of ‘confrontation�
The alternative to ‘No�
Exercise, role-play, Discussion


Summary, Round-table, Personal Action Plan



...''

Phone:+44 (0) 20 7920 9500

School Address:

7th Floor Crystal Gate
28-30 Worship Street
London
EC2A 2AH
United Kindom


Jobs & Resumes: London
Houses & Roommates: London
Travel Agencies: London

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