Positive Customer Skills

OBJECTIVES:

By the end of the course, delegates will be able to:

1. Spot potentially difficult situations and handle the people involved in a positive manner.
2. Turn more customer care scenarios into positive opportunities.
3. Feel more confident in handling internal and external customers despite the situation.
4. Reduce personal stress linked to interactive situations.
5. Practice the techniques and language throughout the programme.

PROGRAMME:

• Welcome and Introductions
• How our approach affects others
• Choosing the positive approach each time
• Non verbal positive signs
• Positive language
• How to use the positive approach to all customers
• How to use the positive approach in potentially difficult situations
• Spotting opportunities
• Dealing with complaints as positive feedback
• Reducing personal stress
• Gaining a win - win outcome + practice sessions

METHODOLOGY

The course will include theory, tutor led discussion, practical exercises and syndicate work.

DURATION

½ day

NB: This can be run as a half day module (am or pm) and tailored to the specific group.