Course Title: If Looks Could Kill: The Power of Behaviour
Duration : 2 hours (28 min video)
Course level : Introductory
Delivery method : Online
A survey carried out in 2006 [1] showed that 45% of us regularly lose our temper at work. But anger is not an option for staff whose job involves face-to-face dealings with customers – whatever the provocation, they need to put aside personal problems and prejudices, manage their emotions and remain totally professional at all times.
If Looks Could Kill: The Power of Behaviour introduces proven techniques to help customer-facing staff stay cool and in control when dealing with awkward customers and tricky situations. With the practical guidance provided, staff will be able to choose instead behaviours that improve customer attitudes, create new sales opportunities and enhance the reputation of a business and its services.
[1] Source: The British Association of Anger Management, Sunday Times Magazine - July,16 2006
If Looks Could Kill: The Power of Behaviour is an ideal course for all customer-facing staff who have little or no knowledge of how their behaviour can actually be used to improve customers’ attitudes and create new sales opportunities.
This course is appropriate for any business sector, there are no formal entry requirements and employees do not need any prior experience.
When you have completed this course, you will be able to:
Famous faces including Dawn French will show you how to deal effectively and professionally with customers in face-to-face situations. In this spoof detective case, customer service failure has created victims: customers driven to distraction by careless behaviour! A detective pieces together the customers’ movements and shows how the attitude of customer service staff led to their untimely demise.
Set in everyday surroundings, well-known performers act out realistic situations in a light hearted and entertaining way that will help you recognise some common errors and understand how to correct them. The familiar settings and witty role play will help you to apply the material to your own workplace.
Before you begin you’ll take a short test to help identify any knowledge gaps. As you work through the course you’ll be presented with simple exercises to check your learning.
You can start the course straight away and access it at any time, providing you have the use of a computer with an internet connection. The course is available for six months from the date first accessed.
Complaints and Quality Management: Quality through Customer Service
Understanding Customers
Steps to Success: Professional Customer Service Skills
Demanding Customers: Customer Care Made PERFECT
An Inside Job: Meeting Internal Customer Needs
No Complaints?: Complaints and the Customer
104198BT025