A customer service and relationship skills training course
During this course the reasons, benefits and the skills and activities required to summarise and complete communication are discussed. The ©PARAPHRASE model for effectively summarising is introduced, best practice during each stage is discussed, the use of positive language is explored and delegates practice summarising and ending communication using the skills and techniques discussed. This exercise is fully debriefed.
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 skills and activities required to summarise effectively
Adapt communication summaries according to customer style and type
Explain how to use positive language and create the right lasting impression
Demonstrate effective communication summarising skills
Begin the process of designing a personalised development plan
Course content
Introduction and objectives
Why summarise and the benefits
The skills and activities involved
A structured and adaptable approach to summarising. The ©PARAPHRASE model
Positive language and leaving the right impression
Exercise. Summarising completing communication
Review exercise and feedback
Course benefits
Increases communication effectiveness
Improves customer satisfaction
Develops soft skills
Duration
From approximately 10 am to 4 pm
Including breaks, lunch and learning assessment
Positive impact areas
Customer satisfaction and service
Communication effectiveness
Personal effectiveness and impact
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
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