Advanced Customer Service and Communication Skills Training

dancing lion training & consultancy
En empresa
3 opiniones

£337 - ($290.218)

Información importante

  • Curso
  • En empresa
  • Duración:
    2 Days
  • Cuándo:
    A definir

Outstanding customer service over the telephone is characterized by a degree of responsiveness, attentiveness and willingness to help that that is perceived as superior in the mind of the customer. Whilst the customer may not be able to say why the service is superior in specific behavioural terms, it is experienced as real and makes them want to tell others about it and come back for more. In this stimulating and highly interactive 2 day programme, participants develop their existing interpersonal skills and knowledge to go beyond typical service delivery.

This training programme is typically delivered in English.
Translators can be provided at an additional cost. In order to ensure that there is a good balance of theory, discussion and practical work this course requires a minimum of 6 and a maximum of 12 delegates.

Smaller and larger groups may be accommodated, subject to further discussion. Please contact dancinglion for more information.

Información importante
¿Qué objetivos tiene esta formación?

❖A team with advanced communication and customer service skills who can generate customer goodwill and loyalty at will.
❖Greater consistency in working practices across the team.
❖Higher staff job satisfaction
❖Higher customer satisfaction scores
❖Reduced complaints


¿Dónde se da y en qué fecha?

comienzo Ubicación
A definir


Customer Service Manager
Lo mejor The content was tailored to our needs and hit the spot”

A mejorar Nothing bad.

Curso realizado: Marzo 2016 | ¿Recomendarías este centro?
Call centre agent
Lo mejor The trainer was excellent, friendly, professional and managed the group well.

A mejorar No negative aspects.

Curso realizado: Mayo 2016 | ¿Recomendarías este centro?
L&D Manager
Lo mejor Using dancing lion training & consultancy to design and deliver our new starter induction programme for customer service and communication has saved us 6 weeks of on the job training time.

A mejorar N/A.

Curso realizado: Marzo 2016 | ¿Recomendarías este centro?

¿Qué aprendes en este curso?

Telephone Skills
Customer Care
Customer Service
Communication Skills
Strategic Planning
Strategy Development
Strategic Business Management
Communication Training
Telephone answering
Customer Manager
Communication Journalism
Telephone management
Customer Service
Customer Care
Customer Service
Customer Care


Programme objectivesTo assist participants to hone and expand their existing telephone communication and customer service skills so they can provide an excellent service to customers, worthy of ‘best in class’ categorisation.
This course will enable participants to:

❖discover how to elicit the customers desired channel for communication or internal representation system
❖recognise what’s important to the customer through their use of words and phrases
❖develop their ability to put yourself in the customer’s place
❖learn how to tailor their responses to the customer’s mindset and expectations
❖discover techniques to help them ‘read between the lines’ to identify what the customer is really saying.
❖develop powerful communication strategies to assist them resolve conflict
❖build rapport with customers at any time, even those with different communication styles to the agent’s own
❖practice methods for building customer satisfaction and loyalty
❖learn advanced verbal and non verbal communication tools.