Duration: One Day
Course Trainer: Protrain
Course Objectives:
At the end of the course you will be able to identify what makes an individual confrontational or aggressive, have the confidence to deal with any given situation in a professional and personal way, and have a practical knowledge of how to provide answers, relate, control and close every customer situation.
Course Content:
- Identifying the Different Types of Behaviour -
- Aggressive behaviour
- Manipulative behaviour
- Passive behaviour
- Assertive behaviour
- Developing our Assertiveness Skills
- Getting our message across in a positive way
- How to react when someone responds with aggression
- How to react when someone tries to ignore our message
- Finding a win/win solution
- The techniques for dealing with emotional situations – using empathy and showing neutral support
- Providing an Exceptional Service
- Examining the standards we should be meeting
- Identifying what could go wrong
- Determining how we can exceed customers’ expectation
- Considering our work colleagues
- Not letting it escalate
- Communication Skills
- Active listening skills
- How our body language and voice determines the way we are perceived by others
- Handling Complaints Professionally
- How to respond when a customer complains
- Turning a complaint into an opportunity
- Professional Telephone Techniques
- Maintaining a Positive Attitude