Customer Service Skills

The aim of this workshop is to arm participants with the skills required to establish excellent customer service. It has been tailored to include elements of agile, home & remote working.

By the end of this session you will be able to:

– Identify who your customers are and why customer service is so important
– Look at ways of creating a positive and welcoming first impression – physically, remotely and online
– Be aware of the dangers of making assumptions
– Be familiar with 10 easy steps to diffusing a customer’s anger
– Understand the prerequisites of good customer service
– Read and understand body language (customers and our own)
– Gain a better understanding of behavioural types and styles – assertive, aggressive, passive and passive aggressive
– Look at effective forms of communication and active listening, building empathy and rapport
– This session is designed for staff who are in a front facing role interacting with customers

To book your place, please click on the link below:
https://hr.lincoln.ac.uk/hrselfservice/

Story submitted by Angela Cleall-Harding
acleallharding@lincoln.ac.uk