Programme Overview

This programme helps customer service professional staff understand how to build business with customers and aims to increase awareness of the importance of people skills including sociability and customer-focused communication.

Participants will have the opportunity to observe effective customer communication, choose the most appropriate response to customer concerns, and demonstrate skill during problem solving .

Programme Outline

• Developing the attitude of customer support and business development.
• Understanding the communication skills that promote customer loyalty.
• Building rapport and determining what's important to the client.
• Using conversation to build a relationship.
• Avoiding messages that hurt the business.
• Recognising non-verbal signals and communicating interest in customers
  

Who Should Attend

This program is targeted to those who work in service organisations like financial, insurance, and retail where developing relationships with internal and external customers is a priority.

Duration

This programme normally runs for a period of 6 weeks and has a total of 30 contact hours.