open - (Page 44) Interpersonal Skills Customer Service Excellence A team of staff who know and understand the power of customer service are a formidable force in differentiating your organisation. Participants will develop the invaluable interpersonal techniques of representing the organisation with professionalism, as well as dealing with awkward customers effectively and positively. 9 managing your customers’ expectations Influencing and persuading 9 providing the right information 9 using effective communication skills to affect your customers’ decisions Handling complaints and dealing with objections 9 working with your customers, not against them 9 reasons for objections 9 simple methods for dealing with complaints effectively Dealing with difficult situations and awkward customers 9 giving bad news 9 what to do and not do in situations of conflict 9 calming down aggression 9 finding common ground, seeking positive outcomes 9 gaining agreement and commitment Who can benefit? Everyone who provides a service and support to internal and external customers. Objectives By the end of the programme participants will be able to: 9 build positive relationships by projecting an image of professionalism and competence with new and existing customers 9 use proven interpersonal skills to persuade and influence positive outcomes 9 handle challenging situations effectively Manchester London Apr 24 Sep 23 PROGRAMME Creating rapport 9 holding a conversation, not an interrogation Projecting an image of professionalism and competence Understanding your customers’ needs 9 finding out what you need to know 9 achieving understanding and empathy Jan 29 Jul 10 Ref: IE2 1 day £199 + VAT Blend your learning experience with the following short e-courses Short e-course title Painless Selling for Non-Sales People Code AC76 Fee £14.99 Facilitation Skills Toolkit The ability to facilitate a group to problem solve is critical. The effective facilitator can help a group question, explore, diagnose and then implement solutions for themselves. Participants identify their personal style when communicating and dealing with conflict, develop an understanding of group dynamics using a variety of tools and techniques. Process of facilitation 9 preparation: yourself, the group, clarifying outcomes 9 keeping the group focused and on track 9 generating involvement and commitment Tools and techniques 9 problem-solving tools and techniques 9 diagnostic and analytical methods 9 effective questioning, building rapport Managing conflict in the group 9 understanding why conflict occurs, managing difficult behaviours 9 steering the group through difficulties Giving feedback 9 observing the group, skills of giving positive feedback Who can benefit? Those working with groups or teams who need to steer and manage discussions to achieve productive outcomes, particularly where change is involved. Objectives By the end of the programme participants will be able to: 9 9 9 9 9 9 recognise the key responsibilities of the facilitator identify and communicate objectives explain the way in which people interact in groups steer groups through difficulty and conflict manage individual behaviours to build group commitment focus processes, guide discussions and generate ownership within the group Manchester Jul 2-3 Sep 24-25 Nov 18-19 London May 7-8 Ref: IE4 2 days £398 + VAT PROGRAMME Defining facilitation Understanding the context 9 clarifying objectives, facilitating different situations Personal communication styles 9 self analysis, identifying motivators and barriers Blend your learning experience with the following short e-courses Short e-course title Facilitation Code AC94 Fee £19.99 44 bookings & enquiries: 0161 445 2426 training.solutions@cegos.co.uk © Cegos UK 2008 www.cegos.co.uk www.cegos.co.uk
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