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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
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