STAND AND DELIVER - learning and development

 

Handling People Face to Face
Who Should Attend
Anyone who deals directly with external customers and suppliers and who is required maintain a professional approach to establishing and meeting customers’ needs on a day to day basis.
Overview
This workshop focuses on the importance of conveying the right image of the organisation to customers and suppliers in both face-to-face and telephone situations. Delegates will learn how to improve their performance and interpersonal skills using a range of communication skills and techniques. They will increase their awareness of the increasing expectations and needs of both internal and external customers, and focus their attention on developing a professional and consistent approach to dealing with customers and suppliers.
Outcomes
What you will be able to do:

Create the right impression to customers both face-to-face and over the telephone
Build a rapport quickly with callers and visitors
Identify customer needs and expectations using key questioning and listening skills
Handle incoming and outgoing calls effectively
Deal confidently, calmly and courteously when dealing with telephone callers and visitors
Respond to difficult situations in an assertive and positive way when handling people face to face and on the telephone
Remain calm and courteous when dealing with telephone callers and visitors simultaneously
Respond to difficult situations face-to-face or on the telephone in an assertive and positive manner

Content

Creating a professional impression of your organisation - the key elements of a professional standard of customer service
Skills and behaviours necessary to deliver excellent service
Presenting yourself; projecting a professional image, verbal and non-verbal communication skills Meeting visitors and developing rapport quickly
Telephone tactics; making, receiving and transferring telephone calls, dealing efficiently and effectively with telephone enquirires
Message taking; questioning skills, listening techniques, taking messages accurately
Dealing with difficult situations; handling difficult telephone callers, coping with difficult visitors, diffusing angry situations

Pre-Course Work
None required.

DURATION: 1 Day

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