Soft Skills - Improving Customer Experience

Training Company : Parlance Communications and Training

Course Information
Certified Courses
English
3 Days    7 Hours
Jul 23, 2018 - Jul 25, 2018
09:00 To 17:00

Parlance Training Center / Client Venue

Booking
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New

Guest Care 

Content –

·         Highlight the importance of service standards and their impact on the customer’s experience

Individualised service is an integral part of service delivery when dealing with customers.  Understanding the service standards and using them in a personal and professional manner brings out the true essence of taking care of the customer and increases the impact of service excellence.  Here the service professional learns how to create maximum impact at all levels of customer interaction.

·         Learn to listen and focus on the customer

Listening is a skill which when perfected has a huge impact during verbal communication in any industry.  Here the service professional learns the art of effective listening which in return increases the impact of service provided.

·         Identify and practice customer work urgency in the workplace

The last thing a customer or any individual wants is to repeat and continuously follow up on their requirements.  Here the service professional gets the understanding of why it is so important to show urgency in their service delivery.  Not focusing on the customer has a huge impact on the overall service encounter.

·         Understand and learn to practice service language and its importance when communicating with customers

Here the service professional understands and practices effective skills of verbal and non-verbal communication.  Attitude, behaviour and competence along with the right body language and words are the key combination in giving the service experience that a customer is looking for.

·         Align individual behaviour to that of the organisation in order to achieve customer satisfaction

All service professionals are an extension to the organisation that they work for.  Service professionals are the best marketing tool that every organisation possesses.  Here the service professional learns and understands the value and effect of every interaction with the customer and convert them into high impact interactions.


Handling Complaints 

Content –

·         Highlight the importance of service standards and their impact on the customer’s experience

Individualised service is an integral part of service delivery when dealing with customers.  Understanding the service standards and using them in a personal and professional manner brings out the true essence of taking care of customer and increases the impact of service excellence.  Here the service professional learns how to create maximum positive impact at all levels of customer interaction even when the interaction is negative.

·         Handling demanding customers and difficult situations

Here the service professional learns the basics of human nature.  In today’s business environment, it is not only important to know how to handle demanding and difficult customers but also to understand why they behave in a certain way and the impact it has on the business.

·         Learn to listen and focus on the customer

Listening is a skill which when perfected has a huge impact during verbal communication.  Here the service professional learns the art of effective listening even to negative information and practice ways of identifying options in resolving it which in return increases the impact of service.

·         Basic psychology of complaining customer and learn to handle them in easy steps

Here the service professional learns and understands the basic psyche of a customer when they show negative behaviour.  They also learn to identify and work on resolving the situation rather than show negativity and anger.  Here it is important for service professionals to understand that – two wrongs don’t make a right!

·         Align individual behaviour to that of the organisation in order to achieve customer satisfaction

All service professionals are an extension to the organisation that they work for.  Service professionals are the best marketing tool that every organisation possesses.  Here the service professional learns and understands the value and effect of every interaction with the customer and convert them into high impact interactions. Especially when a challenging situation can be converted into a positive lasting service opportunity.

 

Telephone Etiquette

Content –

Display courtesy on the telephone, in voice mails, and in written communications

 ¨  Learn Telephone etiquette

¨  Advantages of using proper telephone skills

¨  Dis-advantages of being unprofessional over the phone

¨  Art of using the right words and tone of voice when having a conversation over the phone

¨  Taking messages over the phone

¨  Delivering the messages in a professional manner

 

Professional Etiquette and Grooming

Content –

·         Understand Professional Etiquette

Professional Etiquette highlights one’s attitude, behaviour and competency.  Here the participant understands and learns the value of how to carry themselves with decorum and confidence in varied professional encounters and situations.  Whether you are entertaining, welcoming or conducting a business transaction, professional etiquette is an advantage when done correctly.

·         Understand why personal grooming is extremely important in your “first impression”

We all know that you never get a second chance to make a first good impression, professional grooming and self-presentation is the key.  Here the participant learns that grooming is not only about appearing clean, it is the overall impression one makes in a face to face interaction.

·         Ways to improve your professional appearance and demeanour

Here the participant learns the skill and habits of appearing professional and conducting themselves professionally whether in a face to face interaction, online or over the phone.  In a professional environment, one’s attitude and behaviour is just as important as the technical competence they possess.

·         Correct behavioural protocol for work situations

Here the participant understands and learns how to behave in the work place with their peers, seniors, colleagues and juniors.  They will learn the right behaviour skills for situations that arise, eg., job promotions, terminations, hiring, celebrations, official work get-togethers etc.

·         Tips for everyday grooming

Personal grooming shows one’s professional and personal persona.   Here the participant understands and learns how to appear well groomed and sociable in all facets of their lives.  They learn that making small changes in their grooming have a huge impact in their professional and personal life.

 

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