A customer service and relationship skills training course
During this course the different reasons, methods and approaches to communication are explored, along with the 5 different communication channels people use. A definition of communication is discussed and delegates review their own communication style and the benefits and drawbacks of the various communication methods (telephone, face to face and written). The impact and influence that words, pace, tone, inflection and non verbal have on the overall communication message are highlighted for each area. Delegates identify their own communication style and the consequences of matching and mis-matching are discussed.
The course finishes with delegates reviewing their learning, creating an individual personal development plan and taking a learning evaluation assessment.
A customer service and relationship skills training course
Course objectives
Explain the different types and styles of communication
Explain the differences and impact of verbal and non-verbal communication
Identify and understand your own preferred communication style
Identify the different types of communication style
Explain the consequences of matching or mismatching
Begin the process of designing a personalised development plan
Course content
Introduction and objectives
Why we communicate and the different methods and approaches
The different types, styles and channels of communication
Identifying our own preferred communication channel and style
Exercises. The consequences of matching or mismatching, and identifying communication style
Review exercise and feedback
Course benefits
Increases self understanding
Increases personal awareness
Enhances self and customer communication skills
Develops understanding of different customer types
Duration
From approximately 10 am to 4 pm
Including breaks, lunch and learning assessment
Positive impact areas
Self awareness and skills development
Customer service and communication
Team work and understanding
This course is part of the ‘Customer service and relationship skills programme’. A suite of 18 soft skills course titles.
You can securely purchase the materials to deliver this course for just £79, with the materials available for immediate download. A 1 hour telephone train the trainer with the course author is included. Click the shopping basket to get started.
We accept the following plus Paypal and direct transfer into our account
Delivery options
1. Purchase the materials and deliver internally using your people
2. Purchase the materials and arrange for us to train your trainers
3. The course author can deliver any of the courses in-house for you
4. Personal one to one training from the author by distance learning
A comprehensive set of skills training materials
|
|