Presentation Style: Tutor-led Classroom
Duration: 2 Day
Course Time: 09:30 - 16:30hrs
Course Location: Northampton
Cost: Public Courses: £450 + VAT per delegate, £400 each + VAT for two delegates on the same day (call for group discounts)
Closed Courses: please enquire

 

What will you learn on this course?

This tutor-led is designed to develop the proficiency requires to deliver outstanding customer care in an increasingly competitive market. The delegates will participate in various activities, including discussions, role-play and team challenges.

Course Content

Assertive communication skills

Acknowledgement of personal rights, Assertiveness versus passive and aggressive behaviour, Beliefs, Body language and tone of voice, Eye contact, Verbal structure, tips on voice

Listening skills

Listening exercise, Barriers to listening, Active listening

Open and closed questions

Understanding question types, Closed questions, ‘who am I’ activity, Putting it all into practise

Handling difficult situations

Low level aggression, Eliciting and handling emotion, Approaches to handling conflict, 5 steps to resolving conflict situations, Evening-out the odds

Customer care

Knowledge, skills and attributes discussion, putting the customer into focus

Clear communication

Drawing conclusions, ‘Run that by me again’

Reading between the lines

Don’t get mad, get even, Handling situations by beating your fears

 

Additional Information

  • Buffet lunch included and free parking (only for courses held at Paradise Training Centre)
  • Joining instructions will be sent prior to attending the course