Duration
Half-day
Location
In-house
Availability
Good
Suitable for: All What does this mean?
Now is a great time to brush up on your telephone and digital interaction skills
This interactive training session will give delegates the skills to deliver exceptional customer service over the telephone or through social media and digital communications such as web chats and email.
Focusing on the customer experience the training is split into five interrelated sections to build delegates’ appreciation and understanding of customer service in a social housing setting:
- The customer experience – what goes on in their heads when they’re talking to you
- Call handling techniques – what to do first in order to get the best out of the interaction for both of you
- Managing challenging situations – techniques to calm down emotional people
- Positive language – we are far more in control of the trajectory of a conversation than we think we are. How to take control and make conversations more positive. How to say ‘no’ positively.
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We start by exploring the importance of customer experience, and how this relates to the housing sector where an unhappy customer cannot as easily exercise their choice and switch provider.
We will then look at what happens inside their heads and ours when we’re talking to each other, over the phone or via digital media.
We then consider call handling and responding to digital requests, including hints and tips, do’s and don’ts and the essential skills required to deliver an exceptional customer experience.
Sometimes conversations (telephone or digital) don’t go the way a customer expects – handling these situations can be challenging, so we have dedicated a section to managing these more demanding situations, including how to give negative messages (saying no) to customer requests in a positive way.
This is followed up with an opportunity to consider some real-life case studies and, work together using the best practice learnt, to resolve the queries and learn from others.
Finally, you’ll learn about the psychology behind digital and social media queries and how to translate this into practical and modern approaches, delivering the very best customer service through digital interactions.
Who should attend?
Anyone with responsibility for dealing with customers over the telephone or digitally. This training is particularly useful for staff who work in a contact centre type environment and for everyone currently working in the “virtual” world.
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Our trainers
Laura Bouttell is passionate about inspiring people, whether it’s to deal with that challenging customer differently, to go out for that first run or to take that creative writing course. Her mission in life is to empower people to become their best.
Laura is an ex-police officer, who has three degrees. She is a published academic author and editor.
As a result of her time policing in Chapeltown, her own business and her time at Oxford, Laura has seen the gritty side of life as well as the ivory towers and uses her experiences in these diverse fields to help you achieve your dreams.
Now Laura works with all levels of Leaders in Business to help them get the best out of themselves and those around them. She has worked with Leaders from the Co-op, Team Leaders from Asda, as well as many SMEs and owner-managed businesses that have gone from strength to strength.
Gavin Hutchinson is a veteran trainer with 22 years of experience planning, implementing and delivering training for HM Prison Service, Police Forces and Local Authorities. He is passionate and highly effective with outstanding success in delivering training over a variety of disciplines and fields.
He has a deep knowledge of behavioural change, motivational training and development across public and private sectors and thoroughly enjoys seeing the effect of his training on the participants. Gavin uses humour to allow participants to absorb the learning and his sessions are great fun.
Simon Thomas’s passion for Learning and Development comes from the satisfaction of making a difference. Helping people to be at their best in work, (and life), fuels his quest to facilitate the most game-changing learning interventions possible.
His career spans 16 years as a senior leader within Asda/Wal-Mart, progressing through a broad range of senior operational, strategic and commercial positions within the Head Office. Throughout his career Simon has always been deeply involved with developing talent through coaching, mentoring, recruitment and delivering leadership skills programmes. As you might expect from his background, Simon is supremely customer-focused, and always goes the extra mile to deliver memorable learning experiences. His personal learning journey has earned him a CIPD Level 7 accreditation in Learning & Development, Certificates in Stress Management, NLP and Coaching (CMI Level7), accredited practitioner for both the Lumina Spark psychometric model and the Heartstyles Life Indicator – plus he’s a qualified Hypnotherapist and Mental Health First Aider.
Simon has delivered a broad spectrum of training across all Government Departments such as the Royal Air Force, HM Prison Service and the Dept of Work & Pensions, where he brought learning to life for senior Civil Servants. He also facilitates experiential leadership and wellbeing programmes for organisations and private clients in the UK and around the world. The range of people Simon supports is broad, from professional cyclists wanting to develop their mindset, to global leadership teams aiming to develop cross-cultural impact.
As part of a hand-picked Associate training team, he has worked for the past 5 years across Europe and Middle East for Lexus Europe on their Luxury Brand & Customer Experience programme. Simon has a secret passion for both history, and creating experiences that move people, and so it is no surprise that he specializes in bringing Lexus stories to life, enabling retailer teams to connect on a more emotional level with customers, and maximise brand value.
We can bring this course to you.
If you have five or more staff interested our
in-house training offers great value for money.
Complete the form below and we’ll be in touch.