This workshop is designed to help participants identify communication styles and build an appreciation of how different customers might express their needs. It demonstrates how individuals can flex their own personal style to influence the customer service outcome and anticipate the underlying expectations of the customer, to provide the right support at the right time.
Participants investigate effective questioning techniques, strategies to cope with challenging situations and develop practical tools for adopting a ‘can-do’ approach to achieve a personalised service.
The drama led course design encourages participants to test out realistic workplace conversations in a safe, consequence-free environment, receiving constructive, developmental feedback to help transfer their newly learned skills into the workplace.
It will benefit anyone working in a customer facing environment, either directly or in a supporting or supervisory role.
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