Training Course:Communication and Customer Service SkillsSchool/Trainer:Ian Fraser Consulting
Melbourne, Victoria, Australia
Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced
Course Description:
'' At the end of the course participants will be able to:
Define effective communication
Identify the components of Communication
Communicate effectively with different people
Identify and Overcome Barriers to communication
Communicate using technical terms (Jargon)
Listen effectively and ask effective questions
Use effective and definitive language and avoid vague words
Understand Customer Service from an IT perspective
Identify the skills required for Customer Service
Manage unrealistic and then exceed customer expectations
Develop Rapport and Communicate with Customers
Course Outline
Communication
What is Communication
What is Effective Communication
The 5 Elements of Communication
Interpersonal Communication
Barriers to Communication
Emotional Centres and Self Justification
The biology and Chemistry of our Emotions
Understand Emotional Barriers
Gain control of and Remove Emotional Barriers
Perceptions
Different Personalities
Cultural and Language Barriers
Conflicting Objectives
Questions
Types of Questions
Question Structure
Word Choice
The most Powerful Question in the World
Listening Skills
The Importance of Listening
How to Listen
Seek to Understand not Reply
Customer Service
What is Customer Service
Customer Service versus Customer Satisfaction
Internal and External Customers
What do Customers Want
Customer Wants
Customer Expectations
Managing Customer Expectations
Handling Customers
Empathy
Rapport
Assertiveness
Handling Difficult Customers
Handling Customer Problems
Target Audience
All staff working within an organisation who deals with customers and needs to effectively communicate with others.
...''
Please go to the school's official website for training price and schedule:
http://www.ianfraserconsulting.com.au/
Phone:(03) 9489 7989
School Address:
Ian Fraser Consulting
10 Wakanui Street
Northcote Victoria 3070
Australia
Jobs & Resumes: Melbourne
Houses & Roommates: Melbourne
Travel Agencies: Melbourne
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