Suitable for: All What does this mean?
Covid-19 has made us all rely far more on telephone and digital interactions than ever before – it’s time to brush up on our skills.
This interactive training session (run as a virtual classroom) 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.
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.
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.
“Really enjoyed this training as it is so relevant to our roles.”Tower Hamlets Homes
“I found the training was very interactive and Gavin valued our input and experiences. A very useful session.”Castles and Coasts
“The session was very interesting and was good food for thought.”Berneslai Homes
Cancellations and substitutions
If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected] Otherwise, a cancellation fee of £60 plus VAT will be chargeable. If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance. Cancellations must be made in writing, and will be acknowledged by HQN Limited.
We can bring this course to you.
If you have five or more staff interested our in-house training offers great value for money.
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We can bring this course to you.
If you have five or more staff interested for this course date, our in-house training offers great value for money. All you need to do is click the in-house tab and drop us a message.