Does your organisation deliver first-class customer service even when the going gets tough?
HQN offers this one-day workshop, which can be tailored to meet your specific needs. The workshop has received high praise from over 3000 delegates for being powerful, practical and thoroughly enjoyable.
What will participants learn?
- How to manage the most difficult and challenging of customers
- Understanding where extreme behaviours originate from
- How to identify our own behaviour traits through the use of Transactional Analysis to successfully manage our own emotions and our customers
- Delivering a consistently great first impression
- How to direct and control conversations to keep them on track
- Exploring your organisational ‘values in action’ during customer service interactions
- Understanding complaints handling best practice
- The options to deal with abusive behaviour
- How to manage escalation when the customer will not be placated
People who will benefit from attending this workshop:
- Front-line customer service staff
- Managers and team leaders of front-line customer service staff
If your goal is to consistently deliver excellence in customer service this workshop can be used as a platform for continuous improvement.
HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this superb new training package please contact David Ganz, Executive Director of Training and Development Services to discuss your specific needs on 07921 308823 or by emailing training@hqnetwork.co.uk.