Customer Service Workshop – front facing customer roles

The aim of this workshop is to arm participants with the skills required in order to establish excellent customer service.

By the end of this session you will be able to:
• To look at ways of creating a positive and welcoming first impression
• Telephone skills best practice
• To be aware of the dangers of making assumptions
• Understanding the prerequisites of good customer service
• To read and understand body language, customers and our own
• To look at effective forms of communication and active listening, building empathy and rapport
• To be familiar with the 10 easy steps to diffusing a Customer’s anger
• To gain a better understanding of behavioural types, assertive, aggressive, passive and passive aggressive style
• An introduction to emotional intelligences

This session is for staff who are in a front facing role to their customers. The next session will take place on 17th December from 9:30-15:00.

To book a place, please click on the link below and select ‘Customer Service Workshop – front facing customer roles’: https://ps.lincoln.ac.uk/services/hr/development/BookProgrammes/SitePages/Home.aspx