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Customer Care & Contact Skills

This course has been developed to enable learners to deliver quality customer service in any industry. The focus of the course is on the skills and knowledge required to perform effectively as a representative of an organisation. This workshop is designed to develop appropriate knowledge and attitudes about customer service in order to ensure learners make use of this skill and knowledge on a day-to-day basis. The course length can vary from one to three days depending on the needs and experience of the delegates.

Delivery Mode

  • Customised
    In-Company
    Programmes

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Accreditation
Course Code
LPD002

Duration
1-3 training days

What's covered?

  • Define the term customer service
  • Identify elements of good customer practice
  • Distinguish between internal and external customers
  • Outline the potential consequences of good and bad first impressions on customer behaviour
  • Identify the skills, qualities and attitudes required to perform effectively when dealing with customers in an organisation
  • Differentiate between verbal and non-verbal communication
  • Use active listening skills
  • Outline the potential consequences of positive and negative attitudes of a customer contact person on customer perceptions
  • Deal with a range of challenging situations
  • Use appropriate telephone techniques in dealing with a range of situations
  • Work effectively as part of a team in providing customer care
  • Outline current equal status legislation
  • Identify elements of consumer legislation relevant to customer service

Who should participate?

Those planning to working with customers, or those already in a customer service role who want to consistently meet or exceed customer needs.

What will I learn?

Participants achieve the following learning outcomes from the programme;

  • Understand the role of customer service in organizational effectiveness
  • Understand the role and responsibilities of a representative of an organisation and work effectively as part of a team
  • Acquire a range of verbal and non- verbal skills in order to meet customer needs, handle customer complaints and deliver good customer care
  • Become familiar with consumer protection legislation
  • Appreciate the rights of all customers regardless of gender, marital status, family status, sexual orientation, religion, age, disability, race or culture.

Who are the tutors?

Gina Ryan

Gina Ryan has over thirty years’ experience in people management and entrepreneurship, across the telecommunications and food industry, with a particular focus on employee engagement and development, and excellence in customer service. An experienced and qualified coach, Gina is passionate about continuous professional development. Over a number of years Gina has facilitated the professional growth and development of individuals from a diverse range of backgrounds: from community leaders, academic institutions, pharma, food production to data processing, maintenance and contact centres. Gina establishes rapport and credibility with clients from the first interaction – and co-creates the environment to allow clients to affect real change in their organisation.

Clients find her facilitation style to be motivating, powerful and instrumental in finding a depth of understanding and clarity on their own issues, while at the same time maintaining control of the options they choose to follow, and the actions they design; in essence using the learning environment to custom build the skills and answers to their own specific needs. As someone who facilitates development on the basis of experiential learning, nothing is offered to the learners that Gina has not had experience of achieving success with in the workplace.

Gina holds a QQI Award in Coaching through LIT Thurles and is a member of the ICF (International Coach Federation), she has also been invited to mentor on this course. She also holds Diplomas in L&D Principles and IT and CIPD (Certification in Personnel Management Practice) through UL, and has Associate Membership of CIPD.  She was a mentor on the Certificate in Coaching Skills Course in LIT Thurles for three years

Gina has recently completed the “Diploma in Mindfulness Teacher Training and Positive Psychology (Irish Mindfulness Academy) at the Marino Institute of Education.” The establishment of Mindfulness skills as a tool to enable individuals to build resilience, agility and design options for themselves in both work and life has been evolving over the last decade in workplaces globally. Building on the bedrock of Positive Psychology Gina supports learners as they apply these concepts in their own lives to create real and sustainable benefits, on both a personal and professional level. Gina has also recently completed a Professional Diploma in Digital Learning Design (GCU)


How do we train and support you?

Building on over 40 years combined experience in human resource learning and development, the tutors utilize an experiential learning approach to their programs. This methodology of learning provides an opportunity for learners to engage with, experience and apply the learning in a practical way and also provides the opportunity for learners to receive feedback on their newly applied skills. The opportunity is also provided to learners to reflect on the full learning experience and how this might be of value to them in the achievement of their learning goals.

To assist and continue with skills development, we facilitate via email a post learning reflective practice utilising skills practice sessions recorded during the course. This assists delegates in embedding new learning, gives further support and enables them to define any further actions required.

This program offers one to one or group coaching as an additional element to further support the delegate and embed the learning process.

Gina Ryan

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Gina Ryan

Duration: 1-3 days
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Contact SQT today

Phone+353 61 339040

Mailinfo@sqt-training.com