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Unit 5 : The Human Factor in Customer Service

Throughout this session we investigate how people factors can influence customer perception of the company. We teach effective Customer management techniques and get the participants to use these techniques to tackle problems which they are likely to encounter : often resolving real issues during the training course. Role play is used throughout this session to illustrate what can go wrong and to teach people how to avoid getting into difficult situations, and how to get out of them!

Subjects covered in this session are…

• Attitudes to professional Customer Service
• Interpersonal Skills
• Listening Skills.
• Handling Objections
• Handling Difficult Customers
• Personality types and how to approach them

Throughout this session we again investigate specific business problems and get the participants to use the meeting technique to discuss real problems they have encountered : often shedding new light on ongoing situations.