Communication and Customer Service

The course alternates lectures with group discussions, exercises and individual reflections.

It allows participants to learn about and reflect upon the importance of customer service. The vital importance of communication skills is covered including the effects of your nonverbal communication, as well as listening and asking questions.

Participants develop self awareness around what challenges them and what they want to achieve in their communication and customer care. They will have the opportunity to explore how their own state of mind impacts on how they respond to the customer, including how they can create more positive states through  scientifically researched thinking techniques.

Difficult situations with customers will be explored, along with the different conflict styles including participants own experiences of these styles’ effectiveness in different situations. Skilled handling of customer and complaints - is an important part of this also. 

The course leaves participants better equipped to meet customers with a clear- -focus on the customer’s needs, to prevent complaints, frustrations and difficult situations through increased awareness and to deal with challenges and turn them into opportunities.