This is a self-directed training programme, where you can learn at your own pace and to your own schedule.

 

Course Objective:

To enhance the Frontline employee’s skillset in dealing with the end customer, no matter what industry or level experience the employee has.

 

Content:

Customer Service Excellence –  In this course, lead by our expert trainer learn and develop your skills to improve company offerings, how to appropriately handle customer dissatisfaction, listening and questioning skills and how to effectively communicate through various mediums such as phone, email, social media, face to face and business to business.  This Customer Service Excellence course will equip you with the skills you need to communicate professionally and enhance relationships, delighting the customer through customer service excellence.

Communicating With Confidence – Confidence allows you to speak concisely and with clarity. Professionals who communicate with confidence can convey what they want to their clients and co-workers in a clear and efficient manner. Effective communication is critically important for career advancement. In this course, learn to improve your communication skills to communicate with confidence and build your inner knowing that you are capable and can rely on your skills and strengths to handle what may come your way.

Time Management –  This course will show you how and where your time is being lost and what impact that can have on your and others relying on you. This course also explores how you can manage tasks and control your stress levels during busy periods or when your workload may seem out of control.

Our expert trainer will focus on how to prioritise your workload and avoid distractions to reduce being overwhelmed. You will also learn the techniques to help you make sure your day to day tasks are complete and nothing is overlooked as well as identifying your personal ‘time stealers’ and how to overcome this issue. This course will show you how and where your time is being lost and what impact that can have on your and others relying on you. This course also explores how you can manage tasks and control your stress levels during busy periods or when your workload may seem out of control.

During this session, our expert trainer will focus on how to prioritise your workload and avoid distractions to reduce being overwhelmed. You will also learn the techniques to help you make sure your day to day tasks are complete and nothing is overlooked as well as identifying your personal ‘time stealers’ and how to overcome this issue.

Dealing With Aggressive Behaviour – Being aggressive is often defined as establishing one’s rights in a way that violates or ignores the rights of others: In other words, getting your own way at other people’s expense. Aggressive behaviour often involves putting people down, making them feel guilty, intimidated, small, incompetent, foolish or worthless.  In this course, learn and understand more about aggression, what organisational supports should be in place, learn about the differences between physical and communicative aggression and how to manage aggression with assertive feedback.

Sales Training –  Consultative selling is a sales approach that prioritizes relationships and open dialogue to identify and provide solutions to a customer’s needs. It is hyper-focused on the customer, rather than the product being sold. This technique helps sales professionals better understand the challenges faced by customers so they can position their solutions in a more compelling and effective way.  Consultative selling skills help sales professionals position differentiated, compelling solutions. The outcome of employing a consultative sales approach is greater satisfaction and stronger relationships between the buyer and seller.

Emotional Intelligence –  With this course become more self-aware of your emotions and learn how to interpret others. Managing reactions of others in the workplace effectively is important to the success of a team. The skills to identify emotional triggers are key to emotional intelligence.  This course will focus on providing an opportunity for learners to practice the skills needed to gain better emotional intelligence.

Negotiation Skills –  Negotiation skills are qualities that allow two or more parties to reach a compromise. These are soft skills and include abilities such as communication, persuasion, planning, strategising and cooperating. Understanding these skills is the first step to becoming a stronger negotiator.  In this course, learn how to conduct yourself as a negotiator, understand good negotiations contribute significantly to business success, help you to build better relationships and deliver lasting, quality solutions — rather than poor short-term solutions that do not satisfy the needs of either party.

 

Duration: 20+ hours

 

How to gain access to the programme?

Once you have booked and paid for the programme, you will receive a link with 24 hours (Monday to Friday) that will give you access to the course.

 

Certification:

You can download your course completion certificate at the end of the programme

 

For more than 2 employees contact Therese for further discounts – therese@countywexfordchamber.ie