Business Skills Workshops
Customer Service
Workshop Dates:
To be confirmed
Times:
09:00 to 16:00
Aims of the course:
By the end of this two-day course, you will be able to provide better service for your clients both face-to-face and over the phone.
What can this course do for you?
- It will enable you to understand the value of good customer service.
- It will enable you to evaluate the strengths and weaknesses of customer service in your organisation.
- It will enable you to project a positive image of your organisation.
What does this course contain?
- Introduction to the course
- Why Care?
- What is Customer Care?
- Defining Quality Customer Service
- Types of Service
- The Importance of Customer Service
- The Customer's Worth
- The Costs of Bad Customer Service
- The "Coffee Stain" Syndrome
- Providing Quality Service
- Quality Service on the Telephone
- Answering the Telephone
- Making Calls
- Taking and Leaving Messages
- Handling Complaints
- Quality Service Face-to-Face
- Body Language and Voice
- Demanding Customers
- Listening Skills
- Questioning Skills
- A JASK analysis
- Action plan
Our training methods.
We use the latest interactive training methods which are standard among the world business community. Information is presented using PowerPoint and participants are given opportunities for 'hands on' practice of the techniques that are presented on the course.
Who should attend?
Participants should be professionals or managers whose English is upper intermediate level or above.
Price
150 leva per person including all materials.
Registration and Testing
Students and ex students who have already completed a course at Upper Intermediate level or above do not require a placement test. New students are required to complete a free placement test to asses their level of English. Students can reserve a place on the course anytime up until one week before the workshop starts.