Module 1 - Building a service culture
- Looking at customer service and the role of the service provider.
- The course includes a discussion around 'Moments of Truth' where delegates understand where customers can be won over or lost
Module 2 - Communicating with customers,
- Including telephone skills,
- Listening,
- Questioning
- Negotiation techniques
Module 3 - Interpersonal skills with ways of developing assertiveness
- Reducing stress and guidance in handling difficult and different customer types
Module 4 - Problem solving techniques and decision making
- The importance of recording information.
Global Knowledge can also offer a tailored Service Management Awareness course as an additional module, which focuses on Incident and Change Management as well as Service Desk and the interfaces and dependencies with other processes.