All of our workshops can be delivered in-house and can be tailored to your organisation’s needs. If you are interested in a specific topic area you can browse for a workshop using the categories below or contact us for further information.
Customer Service for Frontline Managers
This is a practical program, encompassing the theories of Dr Karl Albrecht (a leading customer service guru) which focuses on ways to improve the quality of service provided to internal and external customers. You will learn a five step process to help you motivate your team, measure performance and understand how to go about continuous improvement from a customer perspective.
Click here to download course outline [back to top]
Customer Service for Frontline Staff
The most powerful messages an organisation will send are those communicated by their staff. The manner in which staff members communicate with external and internal stakeholders will primarily determine the perceptions people have about an organisation. This practical workshop develops service skills for those with internal and/or external customers. Through a series of group exercises, theoretical situations, videos and discussions, you will learn the skills necessary for providing consistent, high quality customer service.
Topics covered include:
- Communication skills
- Dealing with difficult people
- Personality types
- Self motivation
Click here to download course outline [back to top]
Dealing with Difficult Clients, Colleagues and Situations
Do you have to deal with difficult clients, customers, team members, subordinates, supervisors or family members? If the answer is yes then this practical one day workshop will help you to understand and manage difficult people and situations.
Topics covered include:
- Things that typically annoy your customers or clients
- Why complaints are useful
- How to calm an upset person
- A practical six step model for difficult people
- Ways to deal with abusive clients and customers
- How to control your feelings
- Stress management techniques and situations that upset people
- It is suggested that attendees bring some real life examples with them
Click here to download course outline [back to top]
Telephone Techniques
The telephone is the basic tool of the modern white collar worker. Some people have a professional presence on the phone. Others falter. This workshop teaches key skills to ensure that you can use the telephone to your advantage. Practical examples are used to help you apply skills to your workplace.
Topics covered include:
- Handling difficult customers
- Telephone irritants – what actions contribute to customer dissatisfaction?
- Answering the telephone – preparation, greetings, multiple calls
- Positive attitude – can do phrases
Click here to download course outline [back to top]
Call Centre Skills
Front line call centre staff are expected to perform a myriad of tasks with expertise and good humour – which can sometimes be difficult. The skills needed to perform this role are many, varied and different to other customer service and support roles.
Topics covered include:
- The service our callers expect
- Listening effectively & giving direction over the phone
- Questioning techniques & understanding other people
Click here to download course outline [back to top]
IT Help Desk Skills
The quality and timeliness of the support from the help desk are critical in their smooth running. This program will give participants the skills and confidence to provide excellent IT Help Desk service.
Topics covered include:
- Both Level 1 and Level 2 support
- Panning and goal setting
- Time management
- Electronic business writing
- Dealing with difficult people and customer service
Click here to download course outline [back to top]
Conflict Resolution
The ability to deal with difficult people and resolve conflict will make you feel more in control and less stressed. This workshop is designed to extend participants’ awareness and understanding of the issues involved in managing conflict and in particular dealing with difficult people. The workshop will draw on participants’ own examples of ‘conflict’ and will provide insights into what motivates the different players in a conflict and the most effective strategies for negotiating effectively with them.
Topics covered include:
- Establishing effective boundaries for working relationships
- Identifying the sources of conflict
- Choosing the right response for the behaviour
- Strategies for creating goodwill, understanding and collaboration
Click here to download course outline [back to top]
Other Courses you may find of interest:
Some of our other courses may also help you enhance your customer service skills. Consider these examples from our other course areas:
Develop Unlimited Confidence
This workshop is designed to help participants improve and strengthen all areas of confidence.
Click here to download course outline [back to top]
Communication, Influencing & Negotiation Skills
Everyone negotiates. Everyone communicates – with colleagues, customers and clients. Effective negotiators get a better outcome for themselves and their organisation.
Click here to download course outline [back to top]
Presenting Complex Content Clearly
This workshop will help you discover how to communicate with clarity, engage your audience and be comprehensible and memorable.
Click here to download course outline [back to top]
Influencing Skills
Influencing Skills is a practical one day workshop that provides you with the tools and techniques to become an influential, confident and persuasive communicator!