Course Type :-
Occupation Training Institute Name:-
Procad Training Fee:- € 350.00 Duration:- 1 Day Time:- 09:30 to 16:30 Course Locations :-
Limerick
Description
Course Overview:
This course will increase the overall effectiveness of the service to clients by handling difficult communication situations professionally & compassionately by focusing on Customer Care.
Course Contents:
You will learn to build trusting relationships with clients and communicate assertively while also bringing in compassion to our business and being able to handle difficult communication issues professionally.
SECTION 1
Communications – Verbal & Non Verbal
Receiving and Active Listening
Communication Styles & Assertiveness
SECTION 2
Feelings & Emotions
Anger & the Challenge
Other Emotions
SECTION 3
Conflict Management
SECTION 4
Customer Care & Retaining Clients
SECTION5
Assertiveness Skills
Standing up for your rights in a way that you do not violate another persons rights
Passivity / Aggression / Behaving Assertively / Anger
Dealing with Person Anger
Dealing with Another’s Anger
Reponses to Conflict
Customer Service
Customer Complaints
Team Work
How the Break Works
Successful Outcomes
Rapport / Pacing
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