Business Skills

Course type

Personal Development

Cost per individual

Public course

Cost per course

Client site, max 10 individuals


1 Day

Full/Part time

Part Time


ITS SmartStyle Training

Dates and Locations

23/02/2018 Barnsley
28/02/2018 Liverpool
20/03/2018 Bradford
14/05/2018 Liverpool
08/06/2018 Bradford

Book course

This course is intended for anyone who has regular contact with “customers” in face-to-face situations and would like to understand and improve their service skills.

Objectives:The course will allow delegates to understand their own and others’ behaviour in order that they can engage, interact and communicate with customers and colleagues effectively.

Download Outline (PDF)

Module One - Introduction
  • How Do We See Customer Service
  • The Cost of Good & Bad Customer Service
  • The Value of Exceptional Customer Service
  • The Impact of ‘Word of Mouth’ & ‘Word of Mouse’ Feedback
Module Two - Communication & Interpersonal Skills
  • The Johari Window
  • Creating a Positive First & Last Impression
  • The Barriers to Effective Communication
  • Overcoming Barriers to Communication
  • The Art of Listening
  • Effective Questioning Techniques
  • The Information Funnel
Module Three - Developing Your Skills
  • Identifying & Exceeding Customer Expectations
  • Techniques for Building Rapport
  • Building & Maintaining Effective Relationships
  • Giving & receiving Information
  • Verbal & Non-Verbal Communication
Module Four - Difficult Customers
  • Why We Lose Control
  • Taking Responsibility to Fix the Problem
  • Turning Negative Situations into Opportunities
  • Angry Customer Types
  • Handling Different Customer Types
Module Five - Problem Solving
  • Realistic, Honest Solutions
  • Agreeing Timeframes
  • Problem Solving Techniques

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