| Duration |
One day |
| Comment |
To book places on this course, please review the booking terms and conditions below and then call the Network Manager at 085 852 0166 or email skillnet@ipfma.com
Terms & Conditions
1. On receipt of your booking request, OPTIMA Skillnet will confirm your booking and will issue an invoice. Please supply an order number if required by your company.
2. All course fees must be paid in full prior to the commencement of the course.
3. Claims in respect of any cancellation received in writing seven days prior to course will be met in full. All cancellations thereafter will be payable in full. Substitutions may be made at any time.
4. We reserve the right at our absolute discretion and without further liability to cancel the course in which case payment will be refunded. |
| Number of Places |
14 |
| Course Fee |
150 |
| Subjects Taught |
• Communicate with customers in a professional and personable manner
• The importance of customer service to meet customer’s expectations
• How customers evaluate service – RATER (reliable, assurance, tangibles, empathy, responsive)
• Exceptional service – exceed customer expectations at each stage of the service cycle
• The importance of tone of voice to build confidence and control the call
• Create great first impressions and apply the right attitude even under pressure
• Understand what customer’s really want – ask the right questions and verify
• The impact of poor customer service and why customers don’t complain
• Encourage and motivate feedback and complaints from customers to improve business
• Calm the customer, show empathy and really listen to customers
• Measure the severity of complaints to provide the appropriate response required
• Deal with the 3 types of human behaviour – assertive, aggressive and submissive
• Work under pressure to defuse the situation – deal with criticism, remain calm & speak clearly
• Excel in service recovery management – manage complaint and create new opportunities
• Manage different types of customers and difficult situations positively |
| Enrolment and Start Dates Comment |
30th May 2013 |
| Course Content |
This practical and interactive one-day workshop is designed for staff who communicate daily with internal and external customers by telephone, in particular those who may have to deal with customer complaints on a regular basis. This includes property and facility managers and the full range of support staff in customer service, administration, reception, sales, accounts, order processing, technical support, etc.
The overall aim of the workshop is to help participants develop a greater understanding of the importance of communicating effectively with customers over the telephone, especially when dealing with irate customers. Participants will learn how to deal with customer complaints in a caring, assertive and professional manner without reacting inappropriately; resulting in satisfied and loyal customers.
Training Methodology
The training takes the form of a one-day workshop, with group discussions, exercises, case studies and feedback based on individual / group needs. Each learner receives a workshop manual. |
| Further Enquiries |
Jane Igoe
Learning and Development Manager
P: 01 644 5520
m: 085 852 0166
e: jigoe@ipfma.com |
| Download Application Form |
http://www.ipfma.com/register-for-skillnet/ |
| Learning Outcomes |
After completing the workshop, each participant will be able to:
• Apply highly developed communication skills for improved customer relations
• Present a professional image and create the right impression even under pressure
• Build confidence with the customer, whilst portraying a helpful and friendly attitude
• Be able to know how and when to control the call
• Learn the importance of tone of voice to put customers at ease and create empathy
• Apply the 5 key factors (RATER) and deliver great customer service every time
• Learn to really listen to customers, ask the right questions and understand their needs
• Keep promises, keep customers informed, meet expectations & respond quickly and effectively
• Apply adaptable skills to deal with difficult situations confidently
• Differentiate between different levels of dissatisfaction and respond appropriately
• Encourage customer feedback and make it easy for customers to complain
• Learn to be assertive when dealing with different personalities and aggressive behaviour
• Deal with criticism, remain calm, speak clearly and defuse the situation
• Manage customer complaints and difficult situations in a confident and competent manner
• Resolve customer issues and turn complaints into opportunities
• Provide a more personalised service generating happier customers |
| Location of Course |
Dublin |
