Multi Day Customer Service Development
Core Communication Skills For Customer Service – 2 or 3 day Program
Delivery: On-site
Duration: 2 or 3 day versions
Can Be Customised: Yes
Whether you are looking to improve the quality of service to your customers or clients, improve internal communications or improve the productivity and attitudes of your staff, the primary skill development need is still the same: the art of human communication.
The Core Communication Skills program is a highly interactive face to face training program that can be run as a 2 day program or as a series of modules depending on your needs.
The training has been designed to give participants the tools and techniques to:
- Manage attitudes and self motivation
- Improve performance by changing habits
- Develop and maintain rapport with customers
- Choose appropriate and effective words to create powerful customer experiences
- Identify customer needs through skilful and efficient questioning
- Negotiate win/win solutions for both the customer and the business
- Add value to every customer contact
- Handle difficult or hostile conversations
- Present solutions based on how the solution or service will personally benefit the customer
- Leave customers with a great service experience that will help generate customer loyalty and repeat business
Course Structure
The (CCS) Core Communication Skills course is run over two or three days depending on the customisation and amount of included skills practice. Consecutive days of approximately 8 hours each are recommended for optimal training results. While the material can be delivered very effectively in 2 days we believe a three-day course with extensive skills practice can achieve a significantly better return on investment. Additional days can be added to include other skill areas such as e-mail writing or advanced sales skills.
The course has a minimum of 6 and a maximum of 16 participants.
While the above recommendations are ideal, we are always happy to discuss alternatives if you feel it is not possible to have staff away from their jobs for 3 consecutive days. We are also happy to train over weekends if that is your requirement.
The Facilitation Methods We Use
Our programs incorporate many different delivery modes. We use principles from the following fields of study:
- ALT (Accelerated Learning Technology)
- NLP (Neuro-Linguistic Programming)
- Experiential Learning Techniques
- Educational and Organisational Psychology
We incorporate the use of the following facilitation methods:
- Games
- Audio Taped Learning Sessions
- Workshopping
- Reward and recognition
- Brainstorming
- Handout materials (reference resource)
- Written Instructional Material (workbooks and other written aides)
- Scenario Based Role Play
- Case Studies
- Learning Checks
- Profiling Instruments
- Multi-level Feedback
Pre-Course Familiarisation Process
Essential to the success of implementing a fully customised and dynamically facilitated course is the pre-course familiarisation process. This process is undertaken by the course facilitator(s) and covers the following areas:
- Overview of company related information including organisational structure, key personnel, mission and value statements using website and materials provided by the client
- Key business objectives for the staff to be trained
- Interactions with other departments or external contacts
- Discussions with the training initiators to ensure we fully understand the training requirements and objectives
- Job roles and responsibilities for all staff undergoing the training
- Written documentation regarding products, policies and procedures
- Observation of staff performing their normal duties
- Monitoring of customer contacts
- Discussions with team leaders and managers to familiarise with the existing working culture, attitudes and productivity issues
Course Customisation
One of the key strengths of the CCS course is that it is fully customised to your organisation, nature of business and environment.
The course facilitator uses information gained during the pre course Familiarisation process to design and create a fully customised suite of materials using real life examples, scenarios and role-plays taken directly from your environment. This significantly improves the effectiveness of the training, as all material is directly relevant to the participants.
Course materials are branded with your company logo and can be aligned with other initiatives occurring within your organisation including the course name.
Post Course Support
All of our courses come with a post course support program. The support mechanism is emails and phone contact. We can also organise to be a part of team meetings and planning sessions on special request. The support programs feature 12 items sent to participants (1 item per month over 12 months).
The support items include reminder information, some exercises to help participants to use information learned during the courses, and opportunities to remain in contact with their instructor ~ enabling them to ask specific and personal questions relating to their own specific situations. This is certainly one of the elements that sets Alive & Kicking Solutions apart from other training and consulting organisations.
Enquire Now
Phone 1300 305 789 or use the form below
