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Unit 3 : The Human Factor in Customer Service


Unit  3 The Human Factor in Customer Service  

Throughout this session we investigate how people factors can influence customer perception of the company.

We examine 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 if this is not possible, how to get out of them!


Subjects covered in this session are…

  • Attitudes to professional Customer Service           
  • Interpersonal Skills for dealing with customers.
  • Funnel Questioning Skills
  • Listening Skills
  • Handling Objections
  • Handling Difficult Customers
  • Personality types and how to approach them
  •  Following up the contact with the customer
  •  Delivering on promises
  •  Developing long term customer relationships

Delegates will be set an exercise to decide what type of Customer management project control technique is most appropriate for various types of situation.

  • What to aim for…..
    • Acceptance of requirements
    • Presenting our Solution
    •  Acceptance of Solution – Close