To register: https://www.macarthurcc.com.au/modules/details?ModuleID=DA1678-16X
The dynamics of communication in the encounter between a customer and staff can be quite complex. This hands on workshop explores essential communication skills that help to establish a relationship with customers conducive to creating a happy and long lasting relationship.
Bring $20 (payable to tutor) for workbook.
Course outcomes:
- Improved interpersonal communication skills
- Improved relationships with customers
- Awareness of the impact that our non-verbal messages have on our customers
- Increased customer satisfaction
- New strategies to build long lasting relationships with customers and defuse difficult situations
Topics include:
- What is quality customer service?
- Today’s customer — tomorrow’s expectations
- Your customer profile — Who are your customers?
- Why customers choose to do business elsewhere
- The qualities of a customer service professional
- Creating a positive first impression
- Recognising and using a customer’s preferred communication style — building rapport
- The impact of your non-verbal communication on customer perception
- The power of suggestion – positive versus negative language
- Using positive language
- Establishing customer needs and requirements — listening and questioning
- Value added service
- Responding to difficult situations
- Complaints, angry or unreasonable customers
*** NSW Government subsidised places may be available for qualifying applicants. Please contact Macarthur Community College for more information.
To register: https://www.macarthurcc.com.au/modules/details?ModuleID=DA1678-16X