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Interpersonal Skills and Customer Service

By: Sandhills Consulting Nigeria Ltd

Lagos State, Nigeria

09 - 10 Jan, 2017  2 day

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NGN 99,750

The workforce is continuously facing challenges from changing workplace environment, the pressure of workload, hierarchy, cultural differences and working with various stakeholders. Individuals with interpersonal skills build positive working relationship with others through understand emotions, share differences, resolve conflicts, giving or receiving feedback in a constructive manner. They interact successfully to gain consensus from stakeholders and decision makers, and foster positive communication climate within the challenging workplace environment. They rise to the top in their personal effectiveness, help to reduce the cost of rehiring and training cost and contribute significantly to the organizational growth.

This workshop is practical, interactive and lively. It walks participants through workplace scenarios, in which they practice and develop strong interpersonal skills to interact well with other people

Day One

  • Who We Are and What We Do.
  • Who are Customers?
  • What is Customer Service? And
  • Who are Customer Service Providers?
  • Verbal and Non-Communication Skills:
  • Listening and Hearing: They Aren’t the Same.
  • Asking Questions
  • Communicating with Power
  • Body Language
  • Establishing Your Attitude
  • Appearance Counts
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
  • Making an Impact:
  • Creating a Powerful First Impression
  • Assessing a Situation
  • Being Zealous Without Being Offensive
  • Identifying and Addressing Customer Needs
  • Understanding the Customer’s Situation
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile
  • Generating Return Business
  • Following up
  • Addressing Complaints
  • Turning Difficult Customers Around

Day Two

  • In-Person Customer Service
  • Dealing with At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Customer Service
  • Using Body Language to Your Advantage
  • Giving Customer Service over the Phone
  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks
  • Providing Electronic Customer Service
  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Examples: Eliminate Electronic Ping Pong
  • Recovering Difficult Customers
  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
  • Understanding When to Escalate
  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats
  • Ten Things You Can Do to WOW Customers Every Time
6,Segun Gbele Close, Off Lola Holloway Street, Omole Phase 1, Ojodu-Ikeja, Lagos, Nigeria Jan 09 - 10 Jan, 2017
NGN 99,750.00((VAT Inclusive))
(Convert Currency)

08185131363, 08061277967,