Goldmine CRM

Support Area

Empowering the Helpdesk User

Course tailored to customers exact issues and problems that they feel face the organization in developing a service attitude.

Initial analysis of problem areas in order to tailor course covering specific areas for example:-

What do customers really want?

Image and professionalism
Barriers to effective communication
The importance of non-verbal communication
Five stages of effective communication
Techniques for effective communicators
Questioning techniques
Active listening
Setting realistic expectations
Understanding and empathy
Difficult customers and problem situations
Going the `extra mile'
Refreshing basic customer handling skills
The psychology of customers
The three communication styles
Assertion is not aggression
The implications of communication style
Why ‘easy-going’ is not the easy option
The language of assertion
Learning to say ‘no’

By the end of the course, delegates will:

Understand the meaning and importance of customer service
Understand the basis of effective customer communication
Use a range of communications skills that will satisfy customers
Deal more effectively with angry and difficult customers