As Jan Carlzon illustrated in his book Moments of Truth: “You can make or break the entire customer relationship in the first 30 seconds of contact. To the customer, the front line employees are the company.”

RADAR Solutions Group Quality Customer Support course provides participants with the opportunity to improve their “one on one” communications even when using the telephone and as a result be better able to handle customer situations.

The session is highly interactive using a variety of learning methods: visual presentation, lecture, discussion and small group exercises. Knowledge learned includes ideas for improving teamwork, handling difficult customer behavior and managing stress.

This course is designed to improve the use of the telephone for business communications. Participants learn how the telephone can be used more effectively in their daily contacts with customers and with co-workers.

In situations where participants are the first contact within the company, the benefits of this course are quickly realized in an improved customer “first impression”.

Course Goals

1. To understand how our attitude influences the quality of the customer service we provide.
2. To learn communication skills that are effective in improving our ability to deal with customers and co-workers.
3. To explore telephone techniques, which are effective in help desk work.
4. To identify and practice strategies for working with difficult customer situations.

Course Duration: 1 Day

QCS Curriculum

Module 1: Satisfying the Customer

• Customer Rights

Module 2: Communication Skills

• Active Listening skills
• Questioning skills
• Difficult customer #1

Module 3: The Team Network Concept

• Tips for being effective team members
• Difficult Customer #2

Module 4: Exploring Behaviours

• Behaviour types
• Responding to an aggressive customer
• Non-assertive behaviour
• Assertive behaviour
• Difficult customer #3

Module 5: Listening Techniques

• Telephone techniques
• Voice quality
• Difficult customer #4

Module 6: Difficult Customers

• Summary
• Difficult customer #5
• Difficult customer #6

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Check our Schedule of Events for pricing and a current list of planned courses or fill out a General Enquiry Form to have a representative contact you to further discuss your organization's requirements and we can work together to provide you with a Service Excellence Solution and help you Create Customer Care Experts.

For more information call our office at 1-888-737-2327.