Providing a great experience to every customer requires a complex set of communication and interpersonal skills, as well as the ability to feel confident, calm and assertive in all situations. Even the most skilled customer service professionals will find some customer interactions frustrating though.
It's not always easy to be clear and concise on a call. Sometimes you may not be sure the customer has understood you. At times the customer will be upset or complaining and it's hard to keep calm.
This course offers new and experienced customer service and other front line staff powerful insights into the skills and behaviours that will enable them to provide first class experiences to customers by phone, email and (eventually!) face to face. We'll look at why the best calls flow logically, finish elegantly, and resolve the customer's issue completely. We'll also cover common problems and how to tackle them.
